About the Role

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.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. This is a full time position based out of our Bangalore office. This role will require working during fixed evening/ night IST hours ( preferably 7PM - 4AM or 5PM to 2AM shift and occasionally 24X7).

What You'll Do
• 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 (web, email, phone, virtual meetings, etc.)
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
• Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools.