Customer Support Engineer, Fivetran ,

About the Role

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.

As a Customer Support Engineer at Fivetran, you'll tackle challenging technical problems and collaborate with both internal teams and external customers to achieve exceptional results. Our Customer Support team is dedicated to crafting solutions and delivering outstanding experiences for every customer. You will provide highly technical support to new and existing customers across the globe, ensuring their continued success. 

Fivetran Support works closely with our customers' passionate teams to deliver a best-in-class experience. Through a collaborative and comprehensive approach focused on both resolving and preventing future issues, the Customer Support Engineer (CSE) serves as our customer's technical champion within Fivetran.

This is a full-time, hybrid position based out of our Dublin, Ireland office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

Technologies You’ll Use

• Zendesk, Grafana, Github, BuildKite, DBT
• Diverse REST, SOAP and GraphQL APIs
• GCP, AWS, Databricks, Snowflake, Managed Data Lakes Service (GCP, Azure and AWS)
• Java, SQL, Clojure

What You’ll Do

• Own and manage customer cases end-to-end, from initial troubleshooting through root cause analysis to full resolution while collaborating with customers and stakeholders to ensure timely outcomes.
• Deliver technical support to Fivetran customers and partners across multiple channels (web, email, virtual meetings, etc.).
• Support customers round the clock in close partnership globally with our APAC and AMER regional support teams
• Investigate incidents using Fivetran connectors, logs, and internal tools to identify and resolve issues within the customer environment
• Closely partner with Fivetran’s Engineering and Product teams by submitting well-documented bugs, feature requests and improving product stability.
• Document any known or newly identified solutions in our knowledge base, fostering team-wide expertise and ensuring consistency in support delivery.
• Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction.

Skills We’re Looking For

• 2 -5 years of experience in a customer support engineering role
• Strong team player with a passion for building a positive culture where we leave our ego at the door with the ability to work in a fast-paced, highly collaborative environment, and function in global arenas
• Strong Customer Advocacy skills with excellent written and verbal communication skills in English to foster collaboration with all stakeholders
• Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution complemented with strong analytical skills and attention to detail
• Proven experience building or troubleshooting diverse APIs
• Basic ability to read and understand Java/ C++ (any programming language) and experience in reading and analyzing Java stack traces and exceptions
• Basic understanding of networking fundamentals and the TCP/IP model
• Solid understanding of data warehousing principles and concepts, with hands-on experience in both SQL and NoSQL databases, including proficiency in basic SQL commands.

(Optional) Bonus Skills​

• Expertise in at least one SaaS REST API (prominent ones such as Stripe, Shopify and Meta)

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