Customer Support Engineer III

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. 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 Toronto office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week. Technologies You’ll Use Zendesk, SQL, AWS, GCP, Ruby, Temporal, Datadog, GitHub, Postman What You’ll Do 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 Skills We’re Looking For 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. (Optional) Bonus Skills​ 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 ... (truncated, view full listing at source)