Fivetran

Manager, Global Customer Support Engineering

Remote Oakland, CA
USD 132k - 165k
Java AWS GCP SQL Docker
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Description

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’re looking for a Customer Support Manager to lead a team of Customer Support Engineers (CSEs) and be responsible for day-to-day operations and decision making.
 
The work is very diverse — all the way from team management, training and coaching, and setting goals to analyzing metrics, developing processes, and collaborating globally both within the support organization and other Fivetran teams, to working externally with customers and partners. Analyzing problems and identifying solutions are your strengths. Scaling these solutions to work across the globe and align with the other support regions is where you will make an impact. You’ll also be responsible for ensuring the technical excellence of your team and owned services while working with product and engineering teams.
 
This is a full-time position based out of our Oakland office.
 
Technologies You’ll Use
 
Zendesk, AWS, GCP, SQL, New Relic, Docker, CircleCI, DBeaver, Java
 
What You’ll Do
 
  • Team management: Leading and motivating the team, and ensuring they are performing well
  • Analyzing metrics: Tracking customer feedback, response time, and resolution rate to identify areas for improvement
  • Developing processes: Creating support protocols and processes to improve service efficiency
  • Collaborating: Working with other departments to resolve customer issues
  • Setting goals: Establishing customer satisfaction goals and ensuring they are met
  • Problem solving: Analyzing problems and identifying solutions to help resolve customer complaints quickly
Skills We’re Looking For
 
  • Communication
  • Leadership
  • Problem Solving
  • Customer Focus
  • Time Management
  • Analytical Skills
  • Collaboration

#LI-KM3

The pay range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the target position and level. Our pay ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The pay range is subject to change and may be modified in the future. Your recruiter can share more about the specific pay range for your location during the hiring process.


This range represents base salary only and does not include incentive for sales roles, equity, or  benefits, if applicable. 


Pay Range
$132,664$165,830 USD

 

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
  • Recharge, reenergize, and pursue personal and professional goals with a 30-day paid leave after 5 years*
  • 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.

Fivetran
Fivetran
Analytics Cloud Data Services Data Integration

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