Fivetran is hiring a Customer Support Engineer to provide technical support for our SaaS connector group. You will troubleshoot complex issues, manage escalations, and work closely with engineering and product teams to advocate for customer needs, delivering round-the-clock support in partnership with our global teams.
What You'll Do
- Own and manage customer cases end-to-end, from initial troubleshooting through root cause analysis to full resolution.
- Deliver technical support to customers and partners across multiple channels.
- Support customers round the clock in close partnership with our APAC and AMER regional support teams.
- Investigate incidents using Fivetran connectors, logs, and internal tools to identify and resolve issues.
- Partner with Engineering and Product teams by submitting well-documented bugs and feature requests to improve product stability.
- Document solutions in our knowledge base to foster team-wide expertise.
- Collaborate on technical and strategic projects to improve support processes, drive efficiency, and enhance customer satisfaction.
What We're Looking For
- 3-8 years of relevant experience.
- Strong customer advocacy with excellent written and verbal communication skills in English.
- Extensive experience with RESTful and SOAP APIs.
- A well-developed analytical, process-oriented approach to troubleshooting with keen attention to detail.
- Strong cross-collaborative skills and a passion for fostering a positive, ego-free team culture.
- Proficient in data analysis with skills in SQL querying, log analysis, and the ability to read and understand Java, C++, or other programming languages.
- Strong knowledge of networking concepts including latency and connectivity troubleshooting.
- Comfortable navigating Github and submitting Pull Requests.
Nice to Have
- Expertise in at least one SaaS REST API including Meta, Stripe, HubSpot, or Shopify APIs.
- Experience with ETL processes, data transformation, and integration tools.
Technical Stack
- Zendesk, Grafana, Github, BuildKite, DBT
- Diverse REST, SOAP and GraphQL APIs
- GCP, AWS, Databricks, Snowflake, Managed Data Lakes Service
- Java, SQL, Clojure
Benefits & Compensation
- 100% employer-paid medical insurance.
- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave, holidays, and volunteer days off.
- RSU stock grants.
- Professional development and training opportunities.
- Company virtual happy hours, free food, and team-building activities.
- Monthly cell phone stipend.
- Access to an innovative mental health support platform offering personalized care, therapy, coaching, and mindfulness exercises.
Work Mode
This is a hybrid position based in Dublin.
Fivetran is an equal opportunity employer.
