Customer Support Engineer II

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Requirements:

• Total relevant work experience - 5+ yrs
• Strong Customer Advocacy skills.
• Excellent written and verbal communication skills in English.
• Highly developed troubleshooting, problem-solving, and issue resolution skills.
• Good teamwork skills and a positive culture attitude.
• Ability to work in a fast-paced, collaborative environment.
• Excellent analytical skills and attention to detail.
• Basic understanding of Java/C++ and experience analyzing Java stack traces.
• Intermediate to advanced understanding of networking fundamentals and TCP/IP.
• Intermediate to advanced experience with databases (SQL/NoSQL, Oracle, Postgres, MySQL, SQL Server, SAP Hana).
• Experience building or troubleshooting APIs.
• Understanding of Data Warehousing fundamentals.
• Experience with various operating systems (Windows, UNIX/Linux).
• Comfortable navigating GitHub and submitting Pull Requests.

Responsibilities:

• Work closely with Fivetran customers to ensure timely resolution of reported incidents.
• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
• Provide troubleshooting support to Fivetran customers via multiple channels.
• Investigate incidents using Fivetran tools and logs.
• Collaborate with engineering on documented bugs and with the product team for feature requests.
• Document solutions in the knowledge base and share with the team.