Customer Support Engineer II

Bangalore, Karnataka
Permanent
Full-time

28 days ago

About the RoleFivetran Support partners with some of the most passionate teams in the world, our customers' 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 an 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 or 7PM- 4AM shift, and occasionally may be asked to work different shifts based on business needsWhat You'll DoAs a Customer Support Engineer at Fivetran, you will:

Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, impending escalations and case resolution.
Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
Work closely with Fivetran customers and other stakeholders to ensure the timely resolution of reported incidents.
Develop, test and document workarounds for product tickets reported
Communicate with engineering to report and investigate customer issues
Contribute solutions to the knowledge base
Collaborate and provide guidance, and training to other team members
Collaborate with teammates on technical and non-technical projects.

Skills We're Looking For

Experience : 7+ yrs
Excellent working knowledge in Databases(Oracle, SQLServer and/or,MYSQL,Postgres). Working knowledge in replication is an additional plus.
Advanced level of database experience, which includes knowledge of security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database
Advanced knowledge of Networkin,g such as latency issues, debugging errors in connection issues
Strong Unix or Linux OS experience
Strong Application development or Enterprise support experience
Excellent analytical, problem-solving, and interpersonal skills
Proactive anticipation skills to prevent potential customer issues
A positive attitude that leads to successful outcomes
Solid understanding of data Warehousing fundamentals and concepts
Independent, self-motivated, and quick learner

Bonus Skills

Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledge

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