Customer Support Engineer II

Position Title: Customer Support Engineer II

From Fivetrans 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. Were proud that more organizations continue to leverage our technology every day to become truly data-driven.

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

We are looking for a Customer Support Engineer who brings strong technical skills, a customer-centric mindset, and a drive to deliver exceptional support within Fivetrans SaaS connector group. In this role, you will troubleshoot complex issues, manage escalations with clarity and professionalism, and work closely with engineering and product teams to advocate for customer needs and strengthen product quality. Aligned with Fivetrans values, you will collaborate across regions, communicate with integrity, and consistently demonstrate operational excellence.

Via a collaborative and holistic approach that is focused not only on resolution but also prevention of future issues, you will act as our customers technical champion within Fivetran, and contribute to a world-class support experience that reflects Fivetran's commitment to quality and reliability.

This is a full-time position based out of our Dublin office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

• Zendesk, Grafana, Github, Build Kite, DBT
• Diverse REST, SOAP and Graph
  
  QL APIs
• GCP, AWS, Databricks, Snowflake, Managed Data Lakes Service
• Java, SQL, Clojure

• Own and manage customer cases end-to-end, from initial troubleshooting through root cause analysis to full resolution while collaborating with customers and stakeholders to ensure timely outcomes.
• Deliver technical support to Fivetran customers and partners across multiple channels (web, email, virtual meetings, etc.).
• Support customers round the clock in close partnership globally with our APAC and AMER regional support teams.
• Investigate incidents using Fivetran connectors, logs, and internal tools to identify and resolve issues within the customer environment.
• Closely partner with Fivetrans Engineering and Product teams by submitting well-documented bugs, feature requests and improving product stability.
• Document any known or newly identified solutions in our knowledge base, fostering team-wide expertise and ensuring consistency in support delivery.
• Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction.

• Experience:
  
  3 - 8 years
• Strong customer advocacy with excellent written and verbal communication skills in English.
• Extensive experience with RESTful and SOAP APIs
• Well-developed analytical, process-oriented approach to troubleshooting, problem-solving, and issue resolution with keen attention to detail.
• Strong cross-collaborative skills with a passion for fostering a positive, ego-free culture where teamwork, shared decision-making, and collective success are core values.
• Proficient in data analysis with strong skills in SQL querying, log analysis, and the ability to read and understanding Java, C++, or other programming languages including experience interpreting Java stack traces and exceptions.
• Strong knowledge of networking concepts including latency and connectivity troubleshooting.
• Comfortable navigating Github and submitting Pull Requests

• Expertise in at least one SaaS REST API including Meta, Stripe, Hubpot or Shopify APIs.
• Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.

• 100% employer-paid medical insurance*
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional…