Sr. Staff Technical Product Manager – Customer Support

As a TPM for our Support systems, you'll be responsible for defining what we build, shaping how we deliver it…

Partner with Support leadership and cross-functional stakeholders to build and maintain the Customer Support systems roadmap.

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 for prioritized initiatives.

Zendesk, Salesforce, Jira, Slack workflows, APIs and integrations, Lucidchart, SQL, Looker, Google Workspace, AI and automation technologies, and other systems supporting Fivetran’s customer experience.

Experience working with customer support, customer experience, or other complex business workflows in a SaaS or technology environment.

Strong technical foundation with experience working across APIs, integrations, data flows, automation, and interconnected business systems.

Demonstrated ability to take loosely defined stakeholder requests, ask the right questions, and translate them into clear problems, requirements, and scalable solutions.