Customer Support Engineer - Databases

<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-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong><br>About the Role</strong></span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><br>Fivetran Support partners with some of the most passionate teams in the world, our customer’s teams, to deliver a best in class experience. Via a collaborative and holistic approach that is focused not only on resolution but also prevention of future issues, the Customer Support Engineer (CSE) acts as our customer’s technical champion within Fivetran. At Fivetran our CSE’s take on exciting technical challenges while partnering with customers both internal and external to drive issues to an outcome that exceeds expectations.</span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><br>The Customer Support team is responsible for creating solutions and providing excellent experience for every customer. As a Customer Support Engineer you will be working with new and existing customers in a highly technical capacity, ensuring success for our existing valued customers.&nbsp; This is a full time position based out of our Dublin office.&nbsp;</span></p>
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<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">This is a full-time position based out of our<span class="emphasis"> Dublin office.</span></span></p>
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<p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Technologies You’ll Use<br><br></span></strong></p>
<ul>
<li><span class="emphasis" style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">AWS, GCP, New Relic, SQL and No-SQL Databases, REST APIs, CLI, Java&nbsp;</span></li>
</ul>
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<p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">What You’ll Do<br><br></span></strong></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.&nbsp;</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Investigate incidents utilising the Fivetran environment, connectors, logs, and other troubleshooting tools.&nbsp;</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Onboard new team members in your pod.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Act as Subject Matter Experts (SME)</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Share and communicate roadmaps with external teams, as well as, understand &amp; align team goals to deliver results efficiently.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Participate in weekend on-call rotation once per quarter.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Collaborate with teammates on technical and non-technical projects.</span></li>
</ul>
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<p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Skills We’re Looking For<br><br></span></strong></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong Customer Advocacy skills</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Excellent written and verbal communication skills in English&nbsp;</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures for data replication</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Solid networking troubleshooting abilities and understanding of the TCP/IP model</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Passion for building a positive culture where we leave our ego at the door</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to work in a fast-paced, highly collaborative environment, and function in global arenas&nbsp;</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience building or troubleshooting APIs</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Understanding of Data Warehousing fundamentals and concepts</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comfortable navigating Github and submitting pull requests</span></li>
</ul>
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<p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Optional Bonus Skills​<br><br></span></strong></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Second language is a huge plus - we have a global customer base!<br><br></span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">#LI-HYBRID</span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span data-sheets-root="1" data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;#LI-PL1&quot;}" data-sheets-userformat="{&quot;2&quot;:15297,&quot;3&quot;:{&quot;1&quot;:0},&quot;9&quot;:0,&quot;10&quot;:2,&quot;11&quot;:0,&quot;12&quot;:0,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;Calibri, sans-serif&quot;,&quot;16&quot;:12}">#LI-PL1</span></span></p><div class="content-conclusion"><p>&nbsp;</p>
<p class="p-rich_text_section" style="line-height: 1.3;"><strong data-stringify-type="bold">Perks and Benefits</strong></p>
<ul>
<li>100% employer-paid medical insurance<strong>*</strong></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>
<p style="line-height: 1.3;"><em><strong>*</strong>May vary by country and worker type - please reach out to your recruiter for more information</em></p>
<p style="line-height: 1.3;"><em>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.</em></p>
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<p style="line-height: 1.3;">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&nbsp;<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&nbsp;<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>.&nbsp; &nbsp; &nbsp;</p>
<p style="line-height: 1.3;">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 &amp; 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.</p>
<p style="line-height: 1.3;">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.</p>
<p style="line-height: 1.3;">To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>.</p>
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<p style="line-height: 1.3;"><em>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.</em></p></div>