Senior Customer Support Engineer - Japanese Support

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Requirements:

• Fluency in the Japanese language
• Working knowledge in Databases(Oracle, SQL Server and/or ,MYSQL,Postgres). Working knowledge of replication is an additional plus.
• Database experience, which includes knowledge of security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database
• Networking knowledge, such as latency issues, debugging errors in connection issues
• Unix or Linux OS experience
• Strong Application development or Enterprise support experience
• Excellent analytical, problem-solving, and interpersonal skills
• Proactive anticipation skills to prevent potential customer issues
• Positive attitude that leads to successful outcomes
• Solid understanding of data Warehousing fundamentals and concepts
• Independent, self-motivated, and quick learner

Responsibilities:

• Work closely with Fivetran Japanese customers and other stakeholders to ensure the timely resolution of reported incidents.
• Act as the primary contact for all customer interactions, ensuring exceptional support and a positive experience while developing and maintaining strong, long-term relationships with customers.
• Champion customer interests within the company, addressing their needs and concerns, and to drive improvements in services and overall customer satisfaction.
• Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, impending escalations, and case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Develop, test and document workarounds for product tickets reported
• Communicate with engineering to report and investigate customer issues
• Contribute solutions to the knowledge base
• Collaborate, provide guidance, and training to other team members
• Work with Subject Matter Experts (SME) for Technial assistance and resolution
• Collaborate with teammates on technical and non-technical projects.