Job Description

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies. Fivetran\'s Systems Engineering Team is focused on delivering technology that supports the company\'s growth. As the Manager of Systems Support, your role will be to support and empower our internal functions. Initially, this team is heavily focused on supporting teams using Salesforce, but over time will expand to include other systems used across the company. This role will report to the VP of Systems Engineering.This is a full-time position based out of our Bangalore office.

Technologies You\'ll Use

• [For Engineering: List languages first, then DB-related requirements, and infrastructure. For example: Java, Postgres, Oracle, SQL Server, MySQL, Kubernetes, Docker, AWS, GCP, CircleCI]
• [For Customer Support: List relevant tools and technologies. For example: Zendesk, AWS, GCP, SQL, New Relic, Docker, CircleCI, DBeaver, Java]

What You\'ll Do

As a Manager of Systems Support at Fivetran you will:

• Lead and manage overall team growth and support planning
• Coach and mentor other team members
• Hire top talent
• Empower our Support team by setting them up for success based on their talents and career stage
• Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
• Optimize and adapt our support process to ensure we are always aligned with the needs of the business
• Closely align with other leaders in the organization and execute on OKR\'s (objectives and metrics) to measure the overall team\'s success
• Optimize and adapt our standard operating principles for the Systems Support Team to ensure we maintain our KPIs
• Develop and execute on strategy for continuous improvement of our Support Team SLAs
• Manage the interactions between Support and Development on customer issues/feedback

Skills We\'re Looking For

• Designing support processes, particularly for internal systems and users
• Building scale within teams and operations
• Crafting and managing KPIs to drive success within the team
• Demonstrated success in people management
• Ability to balance priorities
• Strong sense of empathy for our customers - other Fivetranners!
• Ability to stay calm in a fast-paced, growing environment
• Exceptional communicator

Optional Bonus Skills\xe2\x80\x8b

• Experience supporting Salesforce, Workday, or Netsuite is a plus!

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Fivetran