Manager, Customer Support Engineering

9 hours, 56 minutes ago
Full-time
Lead
Project and Program Management
Fivetran

Fivetran

Fivetran is a SaaS data integration platform that automates data movement from multiple sources into data warehouses, allowing analysts to centralize data effortlessly and focus on driving business analytics.

IT Services
1001-5000
Founded 2012
$853M raised

Description

  • Lead and develop Customer Solutions Engineers across the APJ region.
  • Deliver high-quality technical support for enterprise dbt Cloud customers.
  • Develop and implement support processes that improve issue-resolution efficiency.
  • Foster continuous learning and professional development across the team.
  • Partner with cross-functional teams to improve customer satisfaction, product adoption, and the customer experience.
  • Monitor team performance and provide coaching and feedback to improve effectiveness.
  • Advocate for customer needs and feedback in product development and innovation.
  • Provide hands-on guidance and support to customers and team members.

Requirements

  • Extensive technical support or engineering experience, preferably supporting enterprise customers in a SaaS environment.
  • Proven experience building and leading high-performing technical support or engineering teams.
  • Strong problem-solving ability for complex technical issues.
  • Excellent communication and interpersonal skills, including the ability to work across diverse cultures and regions.
  • Project and program management experience, including organizing, prioritizing, and managing cross-functional initiatives.
  • Experience with analytics engineering tools and processes.
  • Ability to read, interpret, and write SQL queries.
  • Experience partnering with engineering and product teams on scalable bug triage, investigation, quantitative product feedback, and communicating customer feedback.

Benefits

  • 100% employer-paid medical insurance, subject to country and worker type.
  • Paid vacation or flexible/unlimited vacation, depending on role and country, plus paid sick time and holidays.
  • Inclusive parental leave, volunteer time off, and a year-end Global Week of Rest.
  • RSU stock grants.
  • Professional development and training opportunities.
  • Monthly cell phone stipend.
  • Mental health platform offering therapy, coaching, and mindfulness resources for employees and covered dependents.
  • Virtual happy hours, free food, and team-building activities.

Interested in this position?

Apply directly on the company website

Apply Now

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