{"id":1646761,"url":"https://alion.io/job/fivetran-sr-staff-technical-product-manager-customer-support","title":"Sr. Staff Technical Product Manager – Customer Support","company":{"id":53198,"name":"Fivetran","domain":"fivetran.com","url":"https://alion.io/company/fivetran-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":13,"ghost_share":0,"stale_share":0.846,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Product","role_family":"Product","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Novi Sad, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":167000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1033},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"dbt","optional":false},{"name":"Fivetran","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-01T09:08:14Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-21T21:39:21Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"From Fivetran’s 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’re proud that more organizations continue to leverage our technology every day to become truly data-driven.\nAbout Us\nFivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data.\nTogether, we’re delivering the data infrastructure layer that helps organizations move, transform, and trust their data - from the moment data moves, through every transformation, to the context teams and AI systems rely on.\nFivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. dbt Labs pioneered analytics engineering, helping teams transform data into reliable, governed insights. Together, we support thousands of organizations as they build a trusted foundation for analytics, AI, and better business decisions.\nAs we bring our teams and technology together, we’re building on the strengths of both companies while continuing to deliver the products and experiences our customers know and trust. It’s an exciting time to join us: we’re creating a company with the scale, talent, and technology to help more organizations put their data to work with greater speed, confidence, and impact.\nDuring this transition period, you may see references to both Fivetran and dbt Labs throughout our recruiting process as we integrate our teams, systems, and career sites.\nAbout the Role\nFivetran is building data pipelines to power the modern data stack for thousands of companies.\nWe’re looking for an experienced Technical Product Manager to join Systems Engineering and own the roadmap for the capabilities and technology that power Fivetran’s global Customer Support organization.\nYou’ll sit at the intersection of Support and Engineering, partnering with Support leaders to understand their biggest challenges, define what we should build, and work with technical teams to deliver scalable solutions. You’ll work across case management, customer portals, service delivery, workforce workflows, and automation, with Zendesk at the center of a broader ecosystem of APIs, integrations, and custom services.\nYou’ll work with a diverse, global group of stakeholders and need to build trust quickly, flex your communication style, and confidently guide teams toward the right solution rather than simply taking requests at face value. This role is ideal for someone who moves quickly, asks great questions, and can bring structure to loosely defined problems. You’ll need strong technical instincts and the confidence to go beyond the initial request, understand the underlying problem, and recommend a simpler or more scalable approach. \nTechnologies You’ll Use\nZendesk, Salesforce, Jira, Slack workflows, APIs and integrations, Lucidchart, SQL, Looker, Google Workspace, AI and automation technologies, and other systems supporting Fivetran’s customer experience.\nWhat You’ll Do\nAs a TPM for our Support systems, you'll be responsible for defining what we build, shaping how we deliver it, and driving alignment across stakeholders to ensure successful execution.\nProduct Management\nPartner with Support leadership and cross-functional stakeholders to build and maintain the Customer Support systems roadmap.\nIntake, evaluate, and prioritize requests across case management, customer portals, service delivery, workforce workflows, and support automation.\nOwn requirements gathering, process analysis, and solution scoping for prioritized initiatives.\nTranslate ambiguous business needs into clear product, process, and systems requirements, asking the right questions to uncover the broader problem behind the request.\nIdentify opportunities to simplify workflows, improve agent and customer experiences, and increase Support efficiency through automation and better systems.\nTechnical Leadership\nPartner with Systems Engineering to design scalable solutions across Zendesk and its broader integration ecosystem.\nDevelop deep expertise in Support processes, Zendesk capabilities, APIs, integrations, automation, and data flows to support solution design, systems analysis, testing, and implementation.\nShape technical tradeoffs that balance business value, customer experience, delivery effort, quality, scalability, and maintainability.\nEvaluate opportunities to use AI, automation, and evolving support technologies to improve service delivery while thoughtfully incorporating human oversight where needed.\nEnsure delivered solutions meet business requirements and quality expectations through active participation in testing and validation.\nStakeholder Management & Delivery\nBuild trusted partnerships across a diverse, global stakeholder group spanning Support, Product, Engineering, Professional Services, Legal, and other teams.\nAdapt your communication and working style across stakeholders while confidently providing recommendations and constructively challenging ideas when needed.\nDrive alignment on priorities, requirements, tradeoffs, and implementation approaches.\nPartner with technical and business teams throughout design, testing, rollout, enablement, and adoption.\nCommunicate progress, risks, decisions, and business impact clearly to stakeholders at all levels.\nSkills We’re Looking For\n7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or a related technical role.\nExperience working with customer support, customer experience, or other complex business workflows in a SaaS or technology environment.\nStrong technical foundation with experience working across APIs, integrations, data flows, automation, and interconnected business systems.\nDemonstrated ability to take loosely defined stakeholder requests, ask the right questions, and translate them into clear problems, requirements, and scalable solutions.\nStrong product judgment with the ability to look beyond a requested solution, understand the underlying need, and recommend simpler or more effective approaches.\nExcellent stakeholder management and communication skills, with the ability to build trust and adapt your approach across technical and non-technical audiences.\nAbility to operate effectively in a fast-paced environment with a high volume of requests and competing priorities.\nStrong execution skills with experience carrying initiatives through requirements, design, testing, rollout, and adoption.\nCuriosity about AI, automation, and emerging technologies and how they can improve customer and employee experiences.\nBonus Skills\nHands-on experience administering Zendesk or building applications and integrations using the Zendesk API.\nExperience with AI-enabled customer support, agent-assist, or workflow automation technologies.\nExperience with workforce management, premium support, or differentiated service models.\nExperience supporting Professional Services or other post-sale customer workflows.\nExperience integrating or consolidating customer support platforms, portals, or processes.\nPerks and Benefits\n100% employer-paid medical insurance*\nGenerous paid time away from work, including paid vacation or flexible/unlimited vacation depending on role and country, plus paid sick time, inclusive parental leave, paid holidays, including a year-end Global Week of Rest, and volunteer days off.\nRSU stock grants*\nProfessional development and training opportunities\nCompany virtual happy hours, free food, and fun team-building activities\nMonthly cell phone stipend\nAccess 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.\n* May vary by country and worker type - please reach out to your recruiter for more information\nClick here to learn more about Fivetran's Benefits by Region.\nWe’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes. \nFivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.\nTo learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.\nTo learn more about our candidate privacy policy, you can read our statement here.\nWe 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. 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