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

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