Fivetran

Customer Support Engineer II

Posted 4 Days Ago

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Toronto, ON

Hybrid

Junior

Big Data • Cloud • Software • Database

Fivetran is the leader in modern data movement.

The Role

The Customer Support Engineer II role at Fivetran involves providing virtual technical support to customers, investigating and troubleshooting issues, collaborating with development teams to resolve bugs, and documenting solutions. CSEs will become experts in Fivetran's API Connectors, ensuring high customer satisfaction and timely issue resolution.

Summary Generated by Built In

<div class="content-intro">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.</div>About the Role
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 as our customer’s technical champion within Fivetran.
We are thrilled to offer a full-time, hybrid position based in our Toronto, Canada office. While we value flexibility, your presence in the office will be required as needed.
What You’ll Do
<ul>
<li>Provide virtual technical support to Fivetran customers and partners.</li>
<li>Work closely with Fivetran customers and other stakeholders to ensure high customer satisfaction and timely resolution of reported issues.</li>
<li>Investigate and Troubleshoot technical issues within the Fivetran environment using logs, internal/external tools, and foundational knowledge of our product and technologies.</li>
<li>Work closely with Fivetran’s Dev team to identify and resolve bugs and issues impacting Fivetran customers.</li>
<li>Become a Subject Matter Expert on the Fivetran API Connectors and related technologies.</li>
<li>Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.</li>
<li>Collaborate with teammates on technical and non-technical projects.</li>
</ul>
Skills We’re Looking For
<ul>
<li>Total relevant work experience of 2+ years.</li>
<li>Strong Customer Advocacy skills over email and on video calls / screen-shares.</li>
<li>Excellent written and verbal communication skills in English.</li>
<li>Experience with troubleshooting APIs and understanding API documentation.</li>
<li>Basic understanding of networking fundamentals and the TCP/IP model.</li>
<li>Experience with databases (SQL and NoSQL) as well as basic SQL commands.</li>
<li>Familiarity with reading Logs to investigate and identify issues.</li>
<li>Comfortable navigating GitHub and submitting Pull Requests.</li>
<li>Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution</li>
<li>Ability to function in highly collaborative environments in a global team.</li>
</ul>
#LI-MM1<div class="content-pay-transparency"><div class="pay-input"><div class="description">The pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay range is subject to change and may be modified in the future. Your recruiter can share more about the specific pay range for your location during the hiring process.
 This range represents base salary only and does not include incentive for sales roles, equity, or  benefits, if applicable.  </div><div class="title">Pay Range</div><div class="pay-range">$70,200—$84,250 CAD</div></div></div><div class="content-conclusion"> 
Perks and Benefits
<ul>
<li>100% employer-paid medical insurance*</li>
<li>Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off</li>
<li>RSU stock grants*</li>
<li>Professional development and training opportunities</li>
<li>Company virtual happy hours, free food, and fun team-building activities</li>
<li>Monthly cell phone stipend</li>
<li>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.</li>
</ul>
*May vary by country and worker type - please reach out to your recruiter for more information
Click <a href="https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing" target="_blank">here</a> to learn more about Fivetran's Benefits by Region.
<hr>
We’re honored to be <a class="c-link" href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank" data-stringify-link="https://fivetran.com/blog/hvr-acquisition-series-d" data-sk="tooltip_parent">valued at over $5.6 billion</a>, but more importantly, we’re proud of our <a class="c-link" href="https://fivetran.com/culture" target="_blank" data-stringify-link="https://fivetran.com/culture" data-sk="tooltip_parent">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in <a class="c-link" href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank" data-stringify-link="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" data-sk="tooltip_parent">Forbes</a>.     
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, <a href="https://www.youtube.com/watch?v=xlhtp4dGh8o" target="_blank">click here</a> and enjoy our video.
To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>.
<hr>
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 <a href="https://forms.gle/V7k3t4u9j523XkEt6">form</a>. 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.</div>

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The Company

HQ: Oakland , CA

1,200 Employees

Hybrid Workplace

Year Founded: 2012

What We Do

Fivetran is the global leader in modern data integration. Our mission is to make access to data as simple and reliable as electricity. Built for the cloud, Fivetran enables data teams to effortlessly centralize and transform data from hundreds of SaaS and on-prem data sources into high-performance cloud destinations. Fast-moving startups and the world’s largest companies use Fivetran to accelerate modern analytics and operational efficiency, fueling data-driven business growth. Fivetran is headquartered in Oakland, California, with offices around the world.

Why Work With Us

At Fivetran, we live by our values daily. In every interaction, it is easy to identify that we work with integrity, we take initiative, and we employ a team-first approach. Our Glassdoor rating is no accident: just as customer experience is a guiding light for us, so is employee satisfaction. Experience ownership, impact, and recognition here.