Associate Customer Support Engineer

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Requirements:

• Total relevant work experience - 1+ yrs.
• Strong Customer Advocacy skills.
• Excellent written and verbal communication skills in English.
• Highly developed process-oriented skills for troubleshooting, problem solving, and issue resolution.
• Good teaming skills with a passion for building a positive culture.
• Ability to work in a fast-paced, highly collaborative environment.
• Excellent analytical skills and strong attention to details.
• Basic ability to read and understand Java/C++.
• Basic understanding of networking fundamentals and the TCP/IP model.
• Basic understanding of SQL and its functionalities.
• Comfortable navigating Github and submitting Pull Requests.

Responsibilities:

• Work closely with Fivetran customers and other stakeholders 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 and partners via multiple channels.
• Help customers round the clock and work in shifts in a 24x7 work environment.
• Investigate incidents using the Fivetran environment and other troubleshooting tools.
• Submit well-documented bugs to the engineering team.
• Work with the product team on feature requests.
• Document known or newly identified solutions in the knowledge base.