blue gradient

Join our community of growth stage businesses

We help forward-thinking technology companies scale.

Staff Systems Engineer - Customer Support Systems

Fivetran

Fivetran

Software Engineering, Customer Service
Toronto, ON, Canada
Posted on Wednesday, April 17, 2024

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 Staff Systems Engineer, Customer Support Systems who will play a key role helping to drive our Customer Support technology.
As part of our Systems Engineering team, you will be responsible for managing our Customer Support Systems, anchored by Zendesk. As the very first hire for Customer Support Systems, your role will initially involve many hats. Your primary expertise should be in Zendesk, where you’ll administer and configure the platform, as well as build, enhance, or integrate new custom applications. As a Staff Systems Engineer, you should have a great sense for opportunities to optimize our processes and platform, and take a collaborative approach with the Customer Support team to suggest areas of opportunity. In this role, you will enable other Fivetranners to provide world-class customer support!
This is a full-time hybrid position based out of our Toronto office in Canada.
Technologies You’ll Use
Zendesk, SupportLogic, Salesforce, Height, and Tymeshift, are examples of systems that you’ll encounter day to day. We hope that you are a Zendesk expert, but don’t require you to know all of the others - just the curiosity to learn more! More importantly, we’re looking for someone who is willing to explore and learn new solutions and become the local expert in those, particularly with AI-based tools.
What You’ll Do
  • Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting
  • Continuously optimize the user experience for our Customer Support teams
  • Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity
  • Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran’s Feature Development Life Cycle
  • Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner
  • Create and maintain detailed documentation of system processes, configuration, and technical design
  • Collaborate closely with internal stakeholders to understand Support needs
  • Assess our existing systems and identify opportunities for improvement and automation
  • Assist in developing overall Customer Support Systems roadmap recommendations
Skills We’re Looking For
  • 5+ Years experience with Zendesk, including integrations and custom application development
  • User interface customization and extension
  • Experience with related capabilities, such as workforce management tooling, triage and routing automation, and knowledge base solutions
  • Interest in building a fantastic Knowledge-Centered Service experience
  • Eagerness to learn and stretch beyond your comfort level
  • Strong communication skills, especially in writing, as we are a globally distributed team
  • Ability to translate business requirements into technical solutions
Bonus Skills
  • Prior work experience in Customer Support - while this is not a user-facing customer support role, it will be helpful as you develop solutions for our Customer Support teams
  • Experience with AI to enhance support capabilities - routing, triage, language model-based helpers
  • Experience with Knowledge Centered Service processes and tooling
  • Experience as a software engineer/systems analyst, or as a systems engineer applying software development principles to internal systems
  • Experience with related systems, such as Salesforce
  • Public company experience and a working understanding of system and process controls
  • Proficiency in a general-purpose programming language, SQL, and general data literacy

#LI-MD1 #LI-HYBRID

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
  • Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years*
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

*May vary by country and worker type - please reach out to your recruiter for more information

Click here to learn more about Fivetran's Benefits by Region.


We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.


We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.