Manager - Global Customer Support Engineering

Position Title: Manager - Global Customer Support Engineering

From Fivetran 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 are proud that more organizations continue to leverage our technology every day to become truly data-driven.

We’re looking for a Support Manager for our Bengaluru business to improve the operation and performance of the support we provide customers. The work is very diverse all the way from working directly with customers and your team, to working on strategic initiatives to improve our overall support operation and the improvement of the product we sell to our customers.

This is a full-time position based out of our Bangalore office.
This is a manager role working in Fixed Shift timings from 7 pm to 4 am, 5 days a week with optional 24x7 rotation as needed by business.

• Experience in working and managing with Java applications Support, Database support, API Support

• Empower our Support team by setting them up for success based on their talents and career stage
• Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
• Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage
• Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
• Help define a support process that will allow our support team to scale with the company
• Closely align with other leaders in the organization and execute on OKRs (objectives and metrics) to measure the overall team’s success
• Help define and put in practice standard operating principles for the Support Team
• Develop and execute on strategy for continuous improvement of our Support Team SLAs
• Manage the interactions between Support and Development on customer issues/feedback
• Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

• Exp : 10+ yrs
• Lead through example
• Complete ownership of customer issues
• Demonstrated success in leading teams and individual contributors
• Experience in growing the team by participating in the recruiting process
• Experience with SQL and Shell scripting.
• Candidate should have knowledge of Core Java, SQL, API, Cloud Platforms (e.g., AWS, Azure, GCP), basic networking, and Linux commands. should be proficient in creating visualisations and dashboards. preferably exp in web apps
• Experienced in managing customer escalations across organizations
• Strong sense of empathy for our customers
• Ability to stay calm in a fast-paced, growing environment
• Exceptional communicator

• 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.

Equal Opportunity Employer, including disability/protected veterans

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.