Customer Support Engineer

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

We’re looking for a Customer Support Engineer for our API Connector Team. At Fivetran, our Customer Support Engineers (CSEs) take on exciting technical challenges while partnering with internal and external stakeholders to drive issues to a timely resolution. As a Support Engineer, you will partner with some of the most passionate teams in the world, our customer teams, to deliver a best-in-class experience. Through a collaborative and holistic approach that is focused on the resolution and prevention of issues, our CSEs as our customer’s technical champion within Fivetran.

This is a full-time, hybrid position based out of our Denver, CO offices. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

What You’ll Do

• Provide virtual technical support to Fivetran customers and partners.
• Work closely with Fivetran customers and other stakeholders to ensure high customer satisfaction and timely resolution of reported issues.
• Investigate and Troubleshoot technical issues within the Fivetran environment using logs, internal/external tools, and foundational knowledge of our product and technologies.
• Work closely with Fivetran’s Dev team to identify and resolve bugs and issues impacting Fivetran customers.
• Become a Subject Matter Expert on the Fivetran API Connectors and related technologies.
• Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.
• Collaborate with teammates on technical and non-technical projects.
   

Skills We’re Looking For

• 2+ years of relevant professional experience
• Strong customer advocacy skills, demonstrated over email and on video calls or screen shares
• Excellent written and verbal communication skills in English
• Experience troubleshooting APIs, including:
  • Making API requests
  • Interpreting responses and standard error codes
  • Navigating and understanding API documentation
• Basic understanding of networking fundamentals, including the TCP/IP model
• Experience working with databases, both SQL and NoSQL
  • Familiarity with basic SQL queries and commands
• Knowledge of and experience with data warehouse infrastructure, such as Snowflake, Databricks, BigQuery, and Amazon Redshift
• Ability to read and analyze logs to investigate and identify issues
• Comfortable navigating GitHub and submitting Pull Requests
• Strong, process-oriented troubleshooting and problem-solving skills
• Ability to thrive in a highly collaborative, global team environment

#LI-Hybrid #LI-EM1