Manager, Customer Support Engineering @Fivetran

Overview

The role involves managing a team of Customer Solutions Engineers at Fivetran, focusing on providing technical support to enterprise customers in the APJ regions. This position plays a crucial part in enhancing user adoption and retention of dbt Cloud.

Key Responsibilities

• Lead and develop a team of Customer Solutions Engineers, ensuring high-quality technical support for enterprise customers.
• Strategize and implement support processes for efficient issue resolution.
• Foster a culture of continuous learning and professional growth within the team.
• Collaborate with cross-functional teams to enhance customer satisfaction and drive product adoption.
• Monitor and analyze team performance, providing feedback and coaching.
• Advocate for customers within the organization, ensuring their needs influence product development.
• Provide hands-on support and guidance to customers and team members.

Requirements

• Extensive experience in technical support or engineering, preferably in a SaaS environment.
• Proven track record of building and leading high-performing technical support teams.
• Exceptional problem-solving skills with the ability to handle complex technical issues.
• Excellent communication skills, capable of navigating diverse cultural contexts.
• Adeptness at project and program management with the ability to manage cross-functional projects.
• Experience with analytics engineering tools and processes.
• Familiarity with SQL, including the ability to read, interpret, and write queries.
• Background in collaborating with engineering and product teams.

Benefits

• 100% employer-paid medical insurance.
• Generous paid time-off policy, plus paid sick time, inclusive parental leave, and holidays.
• RSU stock grants.
• Professional development and training opportunities.
• Company virtual happy hours, free food, and team-building activities.
• Monthly cell phone stipend.
• Access to an innovative mental health support platform.

Location

Remote, Australia / APAC

How to Apply

Interested candidates should apply through the application link provided on the company’s career page.