Customer Support Engineer - Databases

About the Role

Fivetran Support partners with some of the most passionate teams in the world, our customer’s teams, to deliver a best in class experience. Via a collaborative and holistic approach that is focused not only on resolution but also prevention of future issues, the Customer Support Engineer (CSE) acts as our customer’s technical champion within Fivetran. At Fivetran our CSE’s take on exciting technical challenges while partnering with customers both internal and external to drive issues to an outcome that exceeds expectations.

The Customer Support team is responsible for creating solutions and providing excellent experience for every customer. As a Customer Support Engineer you will be working with new and existing customers in a highly technical capacity, ensuring success for our existing valued customers. This is a full time position based out of our Dublin office.

This is a full-time position based out of our Dublin office.

Technologies You’ll Use

• AWS, GCP, New Relic, SQL and No-SQL Databases, REST APIs, CLI, Java

What You’ll Do

• Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Investigate incidents utilising the Fivetran environment, connectors, logs, and other troubleshooting tools.
• Onboard new team members in your pod.
• Act as Subject Matter Experts (SME)
• Share and communicate roadmaps with external teams, as well as, understand & align team goals to deliver results efficiently.
• Participate in weekend on-call rotation once per quarter.
• Collaborate with teammates on technical and non-technical projects.

Skills We’re Looking For

• Strong Customer Advocacy skills
• Excellent written and verbal communication skills in English
• Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
• Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures for data replication
• Solid networking troubleshooting abilities and understanding of the TCP/IP model
• Passion for building a positive culture where we leave our ego at the door
• Ability to work in a fast-paced, highly collaborative environment, and function in global arenas
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Comfortable navigating Github and submitting pull requests

Bonus Skills​

• Second language is a huge plus - we have a global customer base!

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