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Customer Support Engineer II - Database Support

Bengaluru, Karnataka, India, APAC
Customer Service
 
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 ( 5PM to 2AM shift and occasionally 24X7).

What You'll Do

As a Customer Support Engineer II at Fivetran, you will:

  • Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, impending escalations and case resolution.
  • Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
  • Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
  • Develop, tests and document workarounds for product tickets reported
  • Communicate with engineering to report and investigate customer issues
  • Contribute solutions to the knowledgebase
  • Collaborate and provide guidance, and training to other team members
  • Act as Subject Matter Experts (SME)
  • Collaborate with teammates on technical and non-technical projects.
What you bring to the table:

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

  • Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledge

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