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Customer Support Engineer II - Database Support



Customer Service
India · Remote
Posted on Thursday, May 30, 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 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 Bangalore office. This role will require working during fixed evening/ night IST hours ( 5PM to 2AM shift and occasionally 24X7).

What You'll Do

As a Customer Support Engineer II at Fivetran, you will:

  • 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 knowledgebase
  • Collaborate and provide guidance, and training to other team members
  • Act as Subject Matter Experts (SME)
  • Collaborate with teammates on technical and non-technical projects.
What you bring to the table:

  • 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 erros 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

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



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.