Staff Systems Engineer - Customer Support Systems

As part of our Systems Engineering team, you will be responsible for managing our Customer Support Systems, anchored by Zendesk. As the very first hire for Customer Support Systems, your role will initially involve many hats. Your primary expertise should be in Zendesk, where you’ll administer and configure the platform, as well as build, enhance, or integrate new custom applications. As a Staff Systems Engineer, you should have a great sense for opportunities to optimize our processes and platform, and take a collaborative approach with the Customer Support team to suggest areas of opportunity. In this role, you will enable other Fivetranners to provide world-class customer support!

Support the day-to-day of our Customer Support systems, including Zendesk configuration, administration, and troubleshooting
Continuously optimize the user experience for our Customer Support teams
Think broadly about processes and their dependencies, and create well-designed solutions beyond the immediate opportunity
Lead the configuration and customization of our Systems to align with business processes and requirements inline with Fivetran’s Feature Development Life Cycle
Troubleshoot any issues that arise, establishing the root cause and implementing a fix within a timely manner
Create and maintain detailed documentation of system processes, configuration, and technical design
Collaborate closely with internal stakeholders to understand Support needs
Assess our existing systems and identify opportunities for improvement and automation
Assist in developing overall Customer Support Systems roadmap recommendations

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.

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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.

Staff Systems Engineer - Customer Support Systems - FiveTran