Senior Customer Support Engineer

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

  About the Role   Fivetran is building data pipelines to power the modern data stack for thousands of companies.    We’re looking for a  Senior Customer Support Engineer, a technical-minded individual with strong troubleshooting skills to be part of our dynamic enterprise technical support team. Not only will you be able to help our customers resolve technically complex issues, but you will also be working closely with the Engineering, Sales Engineering, and other cross-functional teams to provide feedback for improving the quality and reliability of our product.
This is a full time position based out of our Oakland, CA office requiring candidates to work in 24X7 rotation shift model.
  Technologies You’ll Use   Zendesk, AWS, GCP, Azure, SQL and SQL-like databases, New Relic, Docker, DBeaver, Java   What You’ll Do  

• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, impending escalations and case resolution
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
• Develop, tests and document workarounds for product tickets reported
• Communicate with engineering to report and investigate customer issues
• Contribute solutions to the knowledge base
• Collaborate and provide guidance, and training to other team members
• Collaborate with teammates on technical and non-technical projects

  Skills We're Looking For  

• Excellent working knowledge in Databases(Oracle, SQLServer and/or,MYSQL,Postgres). Working knowledge in replication is an additional plus
• Advance level of database experience which includes knowledge of security, performance tuning, backup & recovery, and database query and/or advance DBA experience on any relational database
• Advance knowledge of Networking such as latency issues, debug error in connection issues
• Strong Unix or Linux OS experience
• Strong Application development or Enterprise support experience
• Excellent analytical, problem solving, interpersonal skills
• Proactive anticipation skills to prevent potential customer issues
• Positive attitude that leads toward successful outcomes
• Solid understanding of data Warehousing fundamentals and concepts
• Independent, self-motivated, and quick learner

  Bonus Skills  

• Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledge 
• Data replication domain knowledge

#LI-HYBRID #LI-EM1

 

The pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay range is subject to change and may be modified in the future. Your recruiter can share more about the specific pay range for your location during the hiring process.

Oakland Pay Range$122,537.66—$153,172.07 USD

 

Perks and Benefits

• 100% employer-paid medical insurance*
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform th