Key Responsibilities:
Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, escalation management, and resolution.
Provide troubleshooting support to customers and partners via multiple channels (web, email, phone, virtual meetings).
Collaborate with customers and internal stakeholders to ensure timely incident resolution.
Develop, test, and document workarounds for reported product issues.
Communicate with engineering teams to report and investigate customer issues.
Contribute solutions and documentation to the knowledge base.
Collaborate with team members on technical and non-technical projects.
Provide guidance and training to junior team members as needed.
Work during fixed evening/night IST hours (5 PM to 2 AM shift) and occasionally in 24x7 support rotation.

Skills We're Looking For:
8+ years of experience in database administration,



enterprise support, or application development.
Robust working knowledge of databases such as Oracle, SQL Server, MySQL, Postgres; replication knowledge is a plus.
Advanced database expertise including security, performance tuning, backup & recovery, and query optimization.
Advanced networking knowledge including latency issues and connection troubleshooting.
Solid Unix/Linux OS experience.
Solid understanding of data warehousing fundamentals and concepts.
Excellent analytical, problem-solving, interpersonal, and communication skills.
Proactive, independent, self-motivated, and quick learner.
Positive attitude and ability to anticipate and prevent potential customer issues.

📌 Senior Customer Support Engineer Kolkata
🏢 Fivetran
📍 Kolkata