Senior Customer Support Engineer

  • Fivetran
  • Oakland, CA, USA
  • Apr 30, 2020
Individual Contributor Full Time Customer Support Support Engineer Technical Support

Job Description

The Customer Success team is responsible for creating solutions and providing excellent experience for every customer.  

As a Customer Success Engineer you will be working with new and existing customers in a highly technical capacity, ensuring successful onboarding of new customers and continued success for existing valued customers.

As a Senior Customer Success Engineer at Fivetran you will:

    • Respond to the tickets/issues that are escalated by Fivetran customers, Account Managers and CSE team members
    • Attend in-person meetings with clients to analyze, troubleshoot and diagnose issues with Fivetran platform and connectors
    • Escalate issues within desired timeframe (Escalation SLA’s) to the Engineering and Product organization
    • Help document Knowledge Base articles that act as references for CSE team members 
    • Provide a deeper understanding of the issue and workarounds to our customers
    • Full ownership of major issues and customer challenges: debugging the issue; working with engineering and product to triage, develop a solution, and assign to product roadmap; keeping the customer updated with timelines and work-arounds
    • Provide onboarding support to new customers
    • Provide engineering assistance for Fivetran API interaction

Your Superpowers:

    • You have worked with external customers and enjoy it. You have empathy for our customers and take time to understand their pains, needs and wants and will go the extra mile to make sure their issues are resolved.
    • You are an expert at troubleshooting deep technical problems at the application and networking levels
    • You have deep experience with scripting languages and automation geared towards monitoring and alerting of issues (eg: Shell,  Python, Javascript, etc)
    • Java experience is a plus (we welcome Github experience - pull requests to our codebase.)
    • You’ve worked  with databases (SQL and NoSQL) before and feel comfortable doing so
    • Writing ANSI SQL operations is a plus
    • Excellent written and verbal communication skills

Perks of working with us:

    • 100% paid Medical, Dental, Vision and Basic Life Insurance
    • Flexible PTO
    • 401k match program
    • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
    • Commuter Benefits to help with transit and parking costs
    • Professional development and training opportunities
    • Unlimited coffee, office snacks and frequent catered lunches
    • Company happy hours and fun team building activities