Job Description

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, with the flexibility to work from home. This role will require working during fixed night IST hours 5PM - 2AM shift, and occasionally may be asked to work different shifts based on business needs.
What You'll Do

• Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
• Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools.
• Work closely with Fivetran's engineering team by submitting well-documented bugs which arise from customer submitted cases.
• Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.

Skills We're Looking For

• Excited about a customer facing role and having strong customer advocacy skills.
• Excellent written and verbal communication skills in English.
• Highly developed, process-oriented skills for troubleshooting and problem-solving.
• Create and contribute to an environment that is geared to innovation, high productivity, high quality and exceptional customer service.
• Good teaming skills with a passion for building a positive culture
• Ability to work in a fast-paced, highly collaborative environment, and function in globalarenas .
• Excellent analytical skills and strong attention to details.
• Basic ability to read and understand Java/ C++ (any programming language) .
• Basic understanding of - networking fundamentals, SQL and its functionalities and REST APIs

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Skills Required