Customer Support Engineer

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies. Fivetran Support partners with customer teams around the world to deliver a best-in-class support experience, combining deep technical expertise with a strong customer-first mindset.

We’re looking for a Customer Support Engineer who brings strong technical troubleshooting skills, clear communication, and a passion for delivering high-quality outcomes for customers. In this role, you will work with new and existing customers in a highly technical capacity by investigating complex issues, managing escalations with professionalism, and collaborating closely with engineering and product teams to drive issues to resolution and help prevent future occurrences. Through a collaborative and holistic approach, you will act as a customer’s technical champion within Fivetran, advocating for their needs while contributing to product quality and operational excellence.

This is a full-time position based out of our Toronto office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week.

Technologies You’ll Use

Zendesk, SQL, AWS, GCP, Ruby, Temporal, Datadog, GitHub, Postman

What You’ll Do

• Work directly with new and existing customers to troubleshoot and resolve highly technical issues

• Take end-to-end ownership of customer cases, including investigation, root cause analysis, resolution, and follow-up

• Provide support through multiple channels, including email, web, and virtual meetings

• Support customers round the clock in close partnership with our APAC and EMEA regional support teams

• Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools

• Partner closely with Engineering to submit clear, well-documented bugs and help drive them to resolution

• Collaborate with Product to surface feature requests and customer feedback

• Communicate complex technical concepts in a clear, customer-friendly manner

• Document known issues, workarounds, and solutions in the knowledge base

• Contribute to process improvements that improve customer experience and operational efficiency

Skills We’re Looking For

• Strong customer advocacy mindset with a focus on high-quality outcomes

• Excellent written and verbal communication skills in English

• Good teammate with a passion for building a positive culture where we leave our ego at the door and are always excited to learn new things

• Proven ability to troubleshoot complex technical systems methodically

• Experience debugging and isolating issues with REST and SOAP APIs and SQL databases, with a strong understanding of how data moves between systems

• Comfortable using SQL to investigate issues, and able to read and understand Ruby or other programming languages, including interpreting stack traces and exceptions

• Strong analytical skills and attention to detail

• Experience working with common SaaS REST APIs like Salesforce, Hubpot, Meta, or Google Ads with a strong understanding of how end users interact with these technologies

• Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.

(Optional) Bonus Skills​

• Experience working with common SaaS REST APIs like Salesforce, Hubpot, Meta, or Google Ads with a strong understanding of how end users interact with these technologies

• Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.

  This role is a backfill for an existing position and offers an opportunity to step into a well-established team and make an immediate impact.

  #LI-HYBRID #LI-EM1

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.

Ontario Pay Range

$90,856—$109,031.50 CAD

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

Click here to learn more about Fivetran's Benefits by Region.

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.