Supporting enterprise data platforms across Informatica, ELT pipelines, and hybrid cloud environments.
Hi, I'm Mohit Agarwal
Customer Support Engineer II at Fivetran, leveling up enterprise data teams with calm escalation handling, thoughtful automation, and crisp communication.
About
Enthusiastic and results-oriented technical support professional specialising in data platforms, cloud ETL, and enterprise integrations. I love diving into complex customer environments, untangling root causes with meticulous debugging, and translating the fix into clear, actionable guidance. My sweet spot is where technical depth meets customer advocacy, and I thrive collaborating with engineering, security, and product teams to smooth out roadblocks before they escalate.
Player Stats
Maintained PS review SLA by orchestrating cross-team fixes and proactive customer communication.
Lifted team productivity with Jenkins pipelines and self-healing build tooling for Windows environments.
Led expert sessions, brown bags, and KT programs that upskilled teammates and customers.
Career Journey
Explore each quest to reveal the play-by-play. Click the nodes to unlock highlights, tools, and the takeaways that shaped my support style.
Customer Support Engineer II · Fivetran
Nov 2024 – Present · Bengaluru
- Lead 24×7 incident response across Fivetran connectors, Snowflake, and AWS data services, keeping analytics teams unblocked.
- Partner with product engineering to triage, reproduce, and ship hot fixes alongside customer-ready narratives.
- Built proactive runbooks and telemetry dashboards to reduce repeat escalations and shrink MTTR.
Product Specialist · Informatica
Apr 2023 – Oct 2024 · Bengaluru
- Tackled critical cloud and on-prem escalations, owning root cause analysis across application, OS, and network layers.
- Coordinated with R&D, cloud engineering, and security to deliver fixes and maintain a 96.6% PS review SLA.
- Designed a monitoring toolkit that surfaced emerging defects before they hit production workloads.
Associate Product Specialist · Informatica
Nov 2021 – Mar 2023 · Bengaluru
- 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.
- Ran “Ask an Expert” and “Brownbag” sessions, translating tough scenarios into teachable playbooks.
Associate Software Engineer & GCS Intern · Informatica
Aug 2019 – Oct 2021 · Bengaluru
- Mastered Wireshark, Jstack, Procmon, and MAT to chase down memory leaks and performance bottlenecks.
- Played point on EST zone focus groups and supportability fix teams to harden product releases.
- Stayed on-call to replicate high-priority customer issues and land fixes under tight SLAs.
Skill Badges
Languages & Data
Java, Python, SQL, Redshift, S3
Platforms & Tools
Linux/Unix, Windows, Jenkins, Docker, Perforce, Git
Observability & Debugging
Wireshark, Procmon, DebugDiag, Jstack, MAT, REST APIs
Identity & Networking
SSO, LDAP, TCP/IP, DNS, SSL, Load Balancing, Proxies
Education & Highlights
B.Tech (CSIT)
Institute of Technical Education and Research, SOA · 2020 · CGPA 8.81
Awards
- Think Customer First – resolved critical escalation accounts.
- Do Good – created enablement content for new joiners.
- Aspire and Innovate – shipped productivity tooling for support teams.
Side Quests
Curiosity keeps the toolkit sharp. These are the explorations that recharge me and often inspire how I approach customer problems.
Reading Sprints
Latest stack: leadership memoirs, sci-fi world-building, and technical deep dives on distributed systems.
Physics & Cosmos
From black hole papers to weekend skywatching—thinking in systems helps with debugging, too.
Guitar Sessions
Fingerstyle practice doubles as flow-state training for incident war rooms.
Mythology Lore
Indian epics and world myths offer pattern recognition and storytelling inspiration for customer narratives.
Let’s Collaborate
Send a message
Whether it’s untangling stubborn ELT pipelines or crafting proactive support playbooks, I’d love to hear what you’re building next.