Mohit Agarwal — Customer Support Engineer

About

I'm a Customer Support Engineer II at Fivetran, specialising in data platforms, cloud ETL, and enterprise integrations. Five years of crawling through logs, reading stack traces at midnight, and shipping fixes that actually stick.

My sweet spot is where technical depth meets customer advocacy — turning complex root causes into clear, actionable narratives for everyone from engineers to executives.

Previously at Informatica, I built Jenkins automation that cut build times in half, maintained a 96.6% PS review SLA, and ran knowledge-transfer sessions that upskilled entire teams.

When I'm not debugging ELT pipelines, I'm reading about distributed systems, playing fingerstyle guitar, or thinking about black holes.

mohit@fivetran:~

mohit@fivetran:~$ whoami

Customer Support Engineer II · ELT Reliability

mohit@fivetran:~$ cat expertise.txt

→ Fivetran · Snowflake · AWS

→ Informatica · PowerCenter · EDC

→ Jenkins · Docker · Linux

→ Wireshark · Jstack · MAT

mohit@fivetran:~$ echo $LOCATION

Jamshedpur, India 🇮🇳

mohit@fivetran:~$

By the Numbers

// YEARS_ACTIVE

Years supporting enterprise data platforms across Informatica, ELT pipelines, and hybrid cloud environments.

// SLA_STREAK

96.6%

PS review SLA maintained by orchestrating cross-team fixes and proactive customer communication.

// PRODUCTIVITY_BOOST

30%

Productivity lift achieved via Jenkins pipelines and self-healing build tooling for Windows environments.

// SESSIONS_LED

25+

Expert sessions, brown bags, and KT programs that upskilled teammates and customers.

Experience

2024 → Present

Current Role

Level 4

Fivetran

Customer Support Engineer II

Lead 24×7 incident response across Fivetran connectors, Snowflake, and AWS data services, keeping analytics teams unblocked around the clock.
Partner with product engineering to triage, reproduce, and ship hot fixes alongside customer-ready narratives that build confidence.

FivetranSnowflakeAWSELTIncident Response

2023 – 2024

1 yr 7 mo

Level 3

Informatica

Product Specialist

Tackled critical cloud and on-prem escalations, owning root cause analysis across application, OS, and network layers end to end.
Coordinated with R&D, cloud engineering, and security to deliver fixes — maintaining a 96.6% PS review SLA consistently.
Designed a monitoring toolkit that surfaced emerging defects before they hit production workloads for customers.

InformaticaCloud ETLRCAMonitoringThink Customer First ★

2021 – 2023

1 yr 5 mo

Level 2

Informatica

Associate Product Specialist

Delivered advanced troubleshooting for Informatica Data Quality and its integrations with EDC, PowerCenter, and PowerExchange.
Automated Jenkins pipelines that boosted team throughput by 30% and halved Windows build setup time significantly.
Ran "Ask an Expert" and "Brownbag" sessions, translating tough scenarios into teachable playbooks for the whole team.

IDQJenkinsPowerCenterDo Good ★

2019 – 2021

2 yrs

Level 1

Informatica

Associate Software Engineer & GCS Intern

Mastered Wireshark, Jstack, Procmon, and MAT to chase down memory leaks and performance bottlenecks in complex systems.
Played point on EST zone focus groups and supportability fix teams to harden product releases under real-world conditions.
Stayed on-call to replicate high-priority customer issues and land fixes under tight SLAs reliably.

WiresharkJstackProcmonMATAspire & Innovate ★