Lead Customer Support Engineer

| East Bay | Hybrid
Sorry, this job was removed at 3:19 a.m. (PST) on Tuesday, March 8, 2022
Find out who's hiring in East Bay.
See all Sales jobs in East Bay
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

From our founding until now, our mission has remained the same: to remove the engineering burden from data teams by standardizing and fully automating data connectors. With Fivetran, your data just arrives in your warehouse, canonical and ready to query, no engineering or maintenance required. As we watch more and more companies leverage our technology to become truly data-driven, we’re proud not only of our growth but also of the fact that we’ve grown without compromising our core values.

Integrity.

We do the right thing, even when it's harder in the short run. We challenge the status quo by reasoning from first principles.

Initiative.

Fivetran belongs to all of us. We take ownership and are accountable for getting things done. Through curiosity, learning, and coaching, we grow as individuals and teams.

One team, one dream.

We share the pains and successes of our customers, partners and colleagues. We seek, gather, and trust a diverse group of teammates with different perspectives to guide Fivetran's progress.

If these values resonate with you, we’d love to hear from you.

About the role:

The Customer Support team is responsible for creating solutions and providing excellent experience for every customer.

As a Lead Customer Support Engineer you will be working with new and existing customers in a highly technical capacity, ensuring successful onboarding of new customers and continued success for existing valued customers.

This is a full time position based out of our Oakland office. 

As a Lead Customer Support Engineer at Fivetran you will:

  • Be the Leader for the Customer Support Engineering (Escalations) team
  • Define escalation, RCA and customer communication processes
  • Act as a SME (Subject Matter Expert) and provide onboarding help to new customers
  • Attend in-person meetings with clients for escalated top priority issues (virtual for now)
  • Work closely with Account Management, Engineering and Product organizations
  • Help provide workarounds, spot fixes to our customers and work with Engineering to incorporate the fixes in the code base
  • Full ownership of major issues and customer challenges: debugging the issue; working with engineering and product to triage, develop a solution, and assign to product roadmap; keeping the customer updated with timelines and work-arounds 
  • Provide engineering assistance for Fivetran API interaction
  • Work with third party engineering organizations for Fivetran Sources and enable faster time to resolutions to problems originating from 3rd party software
  • Help automate troubleshooting tasks and create events and alerts that help monitor anomalies

Your Superpowers:

  • You have worked with external customers and enjoy it. You have empathy for our customers and take time to understand their pains, needs and wants and will go the extra mile to make sure their issues are resolved.
  • You have worked in the Customer Success Engineering or Technical Support organization
  • You’re an expert at troubleshooting deep technical problems in full stack and networking levels
  • Deep experience with scripting languages and automation geared towards monitoring and alerting of issues (eg: Shell, Python, Javascript, etc)
  • Java experience is a plus (we welcome Github experience - pull requests to our codebase.) 
  • Strong experience in working with databases (SQL and NoSQL)
  • Writing ANSI SQL transformation operations is a plus
  • Excellent written and verbal communication skills

Perks of working with us:

  • 100% paid Medical, Dental, Vision and Basic Life Insurance
  • Flexible PTO
  • 401k match program
  • Pet Insurance -- and yes, you can bring your well-behaved fur babies to work
  • Commuter Benefits to help with transit and parking costs
  • Professional development and training opportunities
  • Unlimited coffee, office snacks and frequent catered lunches
  • Company happy hours and fun team building activities

To learn more about our candidate privacy policy, you can read our statement here.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • WebflowCMS
    • SalesforceCRM
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

Location

Our Office is located in the City Center Complex in the heart of Downtown Oakland. The building sits right above a BART station - 12th St. Oakland City Center.

An Insider's view of Fivetran

How would you describe the company’s work-life balance?

Our employees are the talent that fuels Fivetran. We’re proud of the culture we’ve built to date, and, as a company that is always looking for ways to improve, and continue to be thoughtful and inclusive about this new way of working. This includes continually looking for ways to provide an equitable experience and opportunities for all employees.

Jiyoung

Senior Director, Employee Experience

How do you collaborate with other teams in the company?

"One thing that I have absolutely loved about working with the engineering team is they understand the customer just as deeply as I do. That really promotes innovation, because they can think through innovative ways to solve customers’ problems."

Meera

Lead Product Manager

What are some things you learned at the company?

"Fivetran is a true rocketship. I didn’t realize what an incredible company I was joining, so I feel lucky to be here every day. Everyone loves Fivetran whether they’re a customer or they’re an employee. We all strive toward a common goal of making Fivetran the best, and we’ve done a pretty amazing job at it."

Rachel Musiker

Regional Sales Manager, Commercial

What is your vision for the company?

"Because our mission is to make access to data as simple and reliable as electricity, we are in the business of moving data. As far as innovation, I would highlight two words: simple and reliable."

Helge

SVP, Engineering

What makes someone successful on your team?

"Curiosity and asking "why" are the most important traits that make a Product Manager successful at Fivetran. Our Product Managers deeply understand the data industry, our customer needs and the competitive environment in order to identify opportunities to drive growth and additional customer value. This is the fuel for the Fivetran rocket!"

Julie

Director of Product Operations

What are Fivetran Perks + Benefits

Fivetran Benefits Overview

100% paid Medical, Dental, Vision and Basic Life Insurance
25 days annual paid vacation, plus 13 paid holidays and generous sick time
Robust parental leave program
401k match program
RSU's - every employee is granted RSU's when they walk in the door
Home office setup reimbursement program for 100% remote employees
Pet Insurance
Commuter pre-tax benefits options to help with transit and parking costs
Professional development and training opportunities
Annual learning and continued education stipend
Unlimited coffee, office snacks, and frequent catered lunches
Company happy hours and fun team building activities
Monthly cell phone stipend
Referral bonuses

Culture
Volunteer in local community
Fivetran encourages every employee to volunteer by giving them 2 days off each year to dedicate to a volunteer opportunity! How cool is that?!
Partners with nonprofits
Fivetran partners with a number of nonprofits throughout the year via donation matching and other co-sponsored events.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Our executive sponsored Employee Resource Groups now encompass 7 unique groups with a global reach. ERG's are open to members and allies at Fivetran and foster community and belonging.
Hiring practices that promote diversity
Fivetran implemented the Rooney Rule to increase more diverse candidates at the on-site interviewing stage to promote a diverse candidate pool for consideration when making decisions on hiring.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
Disability insurance
Dental insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Vision insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Health insurance
100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
Life insurance
Pet insurance
Wellness programs
Fivetran host a Wellness Week every yea
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Customized development tracks
Paid industry certifications

More Jobs at Fivetran

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about FivetranFind similar jobs like this