Senior Customer Support Engineer

At Fivetran, our Customer Support Engineers (CSEs) tackle complex technical challenges while working closely with internal and external stakeholders to drive seamless issue resolution.

Committed to delivering a world-class customer experience, our support team not only resolves issues efficiently but also proactively works to prevent future challenges.

As a Senior Customer Support Engineer, you will play a critical role in troubleshooting complex technical issues, acting as a trusted advisor and technical champion for our customers.

You will partner closely with Engineering, Sales Engineering, and other cross-functional teams to provide valuable insights that enhance product quality and reliability.

Fivetran Support takes a collaborative and holistic approach, focusing not just on resolution but also on long-term customer success.

This is a full-time position based out of our Dublin office.

Technologies You’ll Use

• Zendesk, Grafana, Github, BuildKite
• GCP, AWS, Microsoft Azure
• Databricks, Snowflake, Data Lakes
• DBT
• SQL and SQL-like databases
• Java, SQL, Clojure

What You’ll Do

• Take full ownership of customer cases, from troubleshooting and root cause analysis to final resolution, ensuring a seamless support experience.
• Provide advanced troubleshooting and assistance to Fivetran customers and partners via multiple communication channels (web, email, and virtual meetings, etc.)
• Help customers globally in partnership with our APAC and AMER support teams.
• Use Fivetran's environment, connectors, logs, and other diagnostic tools to efficiently identify and resolve incidents.
• Partner with Fivetran’s Engineering and Product teams to submit bugs, address feature requests, and improve product stability.
• Document solutions and insights in the knowledge base, fostering team-wide expertise and ensuring consistency in support delivery.
• Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction.
• Provide guidance and support to junior team members, helping to develop their technical skills, enhance problem-solving abilities, and promote career growth within the support team.

Skills We’re Looking For

• Experience: 6-8 years in customer support
• Extensive experience with relational databases, including Oracle, SQL Server, MySQL, and PostgreSQL.
• Advanced expertise in database management, covering security, performance tuning, backup and recovery, and query optimization.
• Hands-on experience as a DBA in any relational database is a plus.
• Strong knowledge of networking principles, including latency and connection troubleshooting.
• Proficient in Unix and Linux operating systems.
• Excellent analytical, problem-solving, and interpersonal skills.
• A positive, results-driven mindset that contributes to successful outcomes.
• Leadership abilities, including mentoring team members, fostering collaboration, and driving continuous improvement.

Bonus Skills​

• Certifications such as Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications, Snowflake Certifications, or any equivalent credential demonstrating expertise in databases, cloud platforms, and data management.
• In-depth understanding of data replication technologies, methodologies, and best practices to ensure seamless data synchronization across systems.
• Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.