Customer Support Engineer II

From Fivetran’s 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’re proud that more organizations continue to leverage our technology every day to become truly data-driven. About the Role 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 Fivetran’s 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 Fivetran’s 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 customer’s 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. Technologies You’ll Use Zendesk, Grafana, Github, BuildKite, DBT Diverse REST, SOAP and GraphQL APIs GCP, AWS, Databricks, Snowflake, Managed Data Lakes Service Java, SQL, Clojure What You’ll Do 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 Fivetran’s 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. Skills We’re Looking For Experience: 5 - 8 years in customer support engineering. 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 understand 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 (Optional) Bonus Skills​ 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. #LI-MT1 #LI-HYBRID Perks and Benefits 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 development and training opportunities Company virtual happy hours, free food, and fun team-building activities Monthly cell phone stipend Access 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 Click here to learn more about Fivetran's Benefits by Region. We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes. Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video. To learn more about our candidate privacy policy, you can read our statement here. We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.