Customer Support Engineer I - Work from Home Jobs in Itanagar
About the Work from Home Customer Support jobs in Itanagar
From Fivetran? 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. We?e proud that more organizations continue to leverage our technology every day to become truly data-driven.
About The Role
Fivetran Support partners with some of the most passionate teams in the world, our customer? 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? technical champion within Fivetran.
At Fivetran our CSE? 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
?ork closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
?ake end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
?rovide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
?elp customers round the clock and should be willing to work in shifts in a 24x7 work environment.
?nvestigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools.
?ork closely with Fivetran? engineering team by submitting well-documented bugs which arise from customer submitted cases.
?ork with Fivetran? Product team to ensure feature requests are addressed and handled in a timely fashion.
?ocument any known or newly identified solutions in our knowledge base and share this knowledge across the team.
?ollaborate with teammates on technical and non-technical projects.
Skills We're Looking For
?otal relevant work experience - 2+ yrs
?trong Customer Advocacy skills
?xcellent written and verbal communication skills in English
?ighly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
?ood teaming skills with a passion for building a positive culture where we leave our ego at the door
?bility to work in a fast-paced, highly collaborative environment, and function in global arenas
?xcellent analytical skills and strong attention to details
?asic ability to read and understand Java/ C++ (any programming language) and experience in reading and analyzing Java stack traces and exceptions
?asic understanding of networking fundamentals and the TCP/IP model
?xperience with databases (SQL and NoSQL) as well as basic SQL commands
?xperience building or troubleshooting APIs
?nderstanding of Data Warehousing fundamentals and concepts
?xperience in various operating systems such as Windows, UNIX/Linux
?omfortable navigating Github and submitting Pull Requests
Perks And Benefits
100% employer-paid medical insurance
?enerous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
?SU stock grants*
?rofessional development and training opportunities
?ompany virtual happy hours, free food, and fun team-building activities
?onthly cell phone stipend
?ccess to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
?May vary by country and worker type - please reach out to your recruiter for more information