Customer Support Engineer

Customer Support Engineer

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 are 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

The compensation range displayed on this job posting reflects the minimum and maximum target for new hire compensation for the target position and level, and may include sales incentives or target bonuses depending on the role. Our compensation ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual compensation is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The compensation range is subject to change and may be modified in the future. Your recruiter can share more about the specific compensation range for your location during the hiring process.

Denver Pay Range $80,489 —$96,590.50 USD

Perks and Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

* May vary by country and worker type - please reach out to your recruiter for more information

We're honored to be valued at over $5.6 billion, but more importantly, we're proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran's culture and what it's like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.