Customer Support Engineer

<div class="content-intro"><p>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.</p></div><p><span style="font-size: 10pt;"><strong>About the Role</strong></span></p> <p><span style="font-size: 10pt;">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.</span></p> <p>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.This role will join our team supporting Fivetran's Reverse ETL product, Activations. 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.</p> <p><span style="font-size: 10pt;">This is a full-time position based out of our Oakland office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week.</span></p> <p><span style="font-size: 10pt;"><strong>Technologies You’ll Use</strong></span></p> <p><span style="font-size: 10pt;">Zendesk, SQL, AWS, GCP, Ruby, Temporal, Datadog, GitHub, Postman</span></p> <p><span style="font-size: 10pt;"><strong>What You’ll Do</strong></span></p> <ul> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Work directly with new and existing customers to troubleshoot and resolve highly technical issues</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Take end-to-end ownership of customer cases, including investigation, root cause analysis, resolution, and follow-up</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Provide support through multiple channels, including email, web, and virtual meetings</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Support customers round the clock in close partnership with our APAC and EMEA regional support teams</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Partner closely with Engineering to submit clear, well-documented bugs and help drive them to resolution</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Collaborate with Product to surface feature requests and customer feedback</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Communicate complex technical concepts in a clear, customer-friendly manner</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Document known issues, workarounds, and solutions in the knowledge base</span></p> </li> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Contribute to process improvements that improve customer experience and operational efficiency</span></p> </li> </ul> <p><span style="font-size: 10pt;"><strong>Skills We’re Looking For</strong></span></p> <ul> <li style="font-size: 10pt;"> <p><span style="font-size: 10pt;">Strong customer advocacy m