Customer Support Engineer III

Fivetran•Oakland, CA

3d•Hybrid

About The Position

Fivetran is building data pipelines to power the modern data stack for thousands of companies. Fivetran Support partners with customer teams around the world to deliver a best-in-class support experience, combining deep technical expertise with a strong customer-first mindset. We’re looking for a Customer Support Engineer who brings strong technical troubleshooting skills, clear communication, and a passion for delivering high-quality outcomes for customers. In this role, you will work with new and existing customers in a highly technical capacity by investigating complex issues, managing escalations with professionalism, and collaborating closely with engineering and product teams to drive issues to resolution and help prevent future occurrences. Through a collaborative and holistic approach, you will act as a customer’s technical champion within Fivetran, advocating for their needs while contributing to product quality and operational excellence. This is a full-time position based out of our Oakland office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week.

Requirements

Strong customer advocacy mindset with a focus on high-quality outcomes
Excellent written and verbal communication skills in English
Good teammate with a passion for building a positive culture where we leave our ego at the door and are always excited to learn new things
Proven ability to troubleshoot complex technical systems methodically
Experience debugging and isolating issues with REST and SOAP APIs and SQL databases, with a strong understanding of how data moves between systems
Comfortable using SQL to investigate issues, and able to read and understand Ruby or other programming languages, including interpreting stack traces and exceptions
Strong analytical skills and attention to detail
Experience working with common SaaS REST APIs like Salesforce, Hubpot, Meta, or Google Ads with a strong understanding of how end users interact with these technologies
Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.

Nice To Haves

Experience working with common SaaS REST APIs like Salesforce, Hubpot, Meta, or Google Ads with a strong understanding of how end users interact with these technologies
Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.

Responsibilities

Work directly with new and existing customers to troubleshoot and resolve highly technical issues
Take end-to-end ownership of customer cases, including investigation, root cause analysis, resolution, and follow-up
Provide support through multiple channels, including email, web, and virtual meetings
Support customers round the clock in close partnership with our APAC and EMEA regional support teams
Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools
Partner closely with Engineering to submit clear, well-documented bugs and help drive them to resolution
Collaborate with Product to surface feature requests and customer feedback
Communicate complex technical concepts in a clear, customer-friendly manner
Document known issues, workarounds, and solutions in the knowledge base
Contribute to process improvements that improve customer experience and operational efficiency

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.

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