Lead 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.

We are looking for a Lead Customer Support Engineer who can combine deep technical expertise with strong leadership to drive customer success within Fivetran's SaaS connector group. In this role, you will guide a team of support engineers through complex escalations, leading from the front, and partner closely with engineering and product teams via global projects and programmes to advocate for customer needs and improve product quality. True to Fivetran’s values, you will advocate for customers with integrity, foster collaboration across regions, and set the standard for operational excellence. This role is not just about solving problems; it's also about enabling growth, building trust, and helping our customers and teams succeed. You will play a crucial role in building and maintaining strong customer relationships, representing Fivetran's commitment to exceptional support.

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
• Databricks, Snowflake, BigQuery, Managed Data Lakes Service (AWS, ADLS and GCS)
• Containerization via Kubernetes, Docker and Podman 
• Java, SQL, Clojure

What You’ll Do

• Act as the trusted point of contact for customers during critical, high-impact incidents and dedicated support for Premium accounts.
• Lead and manage critical technical account escalations for both EMEA and global customers.
• Collaborate with cross-regional support teams for seamless handovers of key customer issues across the globe 
• Enable team growth by mentoring and guiding them with product expertise, fostering accountability and collective success in meeting targets and KPIs
• Work closely with the engineering team to identify bugs and optimization opportunities, ensuring timely resolution to enhance customer experience
• Strengthen partnerships through deep collaboration with the product and engineering teams to drive product improvements
• Drive the development of the internal knowledge base, ensuring structured and accurate content for AI-driven solutions and significant ticket deflection, and actively participate in global projects to accelerate business goals

Skills We’re Looking For

• 2+ years of experience leading a technical and customer-facing team with a strong track record of troubleshooting complex technical problems
• Passionate leadership in cultivating a positive, ego-free culture where teamwork, shared decision-making, and collective success are core values
• Strong technical background with hands-on experience in any area of the modern data stack (data ingestion, storage, transformation and catalog) and advanced troubleshooting knowledge of REST, GraphQL and SOAP APIs
• Highly proficient in data analysis with expertise in SQL querying, log analysis, and interpreting Java stack traces and exceptions including the ability to read and understand Java, C++, or other programming languages; complemented by an automation and efficiency mindset, leveraging scripting and tools to reduce repetitive manual work
• Proven experience leading incident response for high-severity outages or service disruptions with strong communication skills to explain technical issues and resolutions to both internal and external stakeholders 
• Strong understanding of networking concepts and containerization to support Fivetran’s Hybrid Deployment offering

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