Sr. Staff Technical Product Manager - Customer Support

About the role

Fivetran is building data pipelines for the modern data stack and is looking for an experienced Technical Product Manager to join Systems Engineering and own the roadmap for the capabilities powering its global Customer Support organization. The role sits at the intersection of Support and Engineering, partnering with Support leaders to define what to build and working with technical teams to deliver scalable solutions across case management, customer portals, service delivery, workforce workflows and automation, with Zendesk at the centre of a wider ecosystem of APIs and integrations.

Key responsibilities

• Build and maintain the Customer Support systems roadmap with Support leadership and cross-functional stakeholders.
• Intake, evaluate and prioritize requests across case management, customer portals, service delivery, workforce workflows and support automation.
• Own requirements gathering, process analysis and solution scoping, turning ambiguous needs into clear product, process and system requirements.
• Identify opportunities to simplify workflows, improve agent and customer experiences and increase support efficiency through automation.
• Partner with Systems Engineering to design scalable solutions across Zendesk and its integration ecosystem, including APIs, integrations, automation and data flows.
• Evaluate opportunities to use AI and automation in support, with human oversight where needed, and take part in testing and validation.
• Build trusted partnerships across Support, Product, Engineering, Professional Services, Legal and other teams, drive alignment on priorities and trade-offs, and communicate progress, risks and decisions clearly.

Required profile

• 7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting or a related technical role.
• Experience with customer support, customer experience or complex business workflows in a SaaS or technology environment.
• Strong technical foundation across APIs, integrations, data flows and automation.
• Ability to turn loosely defined requests into clear problems and scalable solutions, and to recommend simpler or more effective approaches.
• Strong stakeholder management and communication skills, and ability to work in a fast-paced environment with many competing priorities.

Required skills

• Zendesk, Salesforce, Jira, Slack workflows, APIs and integrations, Lucidchart, SQL, Looker, Google Workspace, AI and automation technologies.
• Bonus: hands-on Zendesk administration or building integrations with the Zendesk API, AI-enabled support or agent-assist, workforce management, professional services workflows, and experience consolidating support platforms.

What we offer

• 100% employer-paid medical insurance.
• RSU stock grants.
• Paid time off, including vacation, sick time, parental leave, holidays and a year-end week of rest.
• Professional development and training, virtual happy hours, free food and team-building activities.
• Monthly cell phone stipend and access to a mental health support platform.