Manager, Customer Support Engineering

🕒 July 1

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Fivetran

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

💰 $565M Series D on 2021-09

Consulting • Logistics • Data Integration

Fivetran is a company that focuses on simplifying the process of data integration by providing automated data connectors that sync data from different sources into data warehouses, enabling seamless analytics and insights. Using a streamlined, fully-managed approach, Fivetran helps businesses consolidate their data infrastructure to ensure consistent data availability and reliability.

📋 Description

• Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers. • Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution. • Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack. • Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience. • Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness. • Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation. • Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction.

🎯 Requirements

• Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment. • A proven track record of building and leading high-performing technical support or engineering teams. • Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions. • Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team. • Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects.

🏖️ 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.