Sr. Staff Technical Product Manager – Customer Support

Novi Sad, South Bačka, Serbia, EMEA·Posted today

saasgo

<div class="content-intro">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.</div>About Us Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Together, 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. Fivetran 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. As 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. During 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. About the Role Fivetran is building data pipelines to power the modern data stack for thousands of companies. We’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. You’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. You’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.  Technologies You’ll Use 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. What You’ll Do As 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. Product Management <ul> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Partner with Support leadership and cross-functional stakeholders to build and maintain the Customer Support systems roadmap.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Intake, evaluate, and prioritize requests across case management, customer portals, service delivery, workforce workflows, and support automation.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Own requirements gathering, process analysis, and solution scoping for prioritized initiatives.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Translate ambiguous business needs into clear product, process, and systems requirements, asking the right questions to uncover the broader problem behind the request.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Identify opportunities to simplify workflows, improve agent and customer experiences, and increase Support efficiency through automation and better systems.</li> </ul> Technical Leadership <ul> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Partner with Systems Engineering to design scalable solutions across Zendesk and its broader integration ecosystem.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Develop deep expertise in Support processes, Zendesk capabilities, APIs, integrations, automation, and data flows to support solution design, systems analysis, testing, and implementation.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Shape technical tradeoffs that balance business value, customer experience, delivery effort, quality, scalability, and maintainability.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Evaluate opportunities to use AI, automation, and evolving support technologies to improve service delivery while thoughtfully incorporating human oversight where needed.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Ensure delivered solutions meet business requirements and quality expectations through active participation in testing and validation.</li> </ul> Stakeholder Management & Delivery <ul> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Build trusted partnerships across a diverse, global stakeholder group spanning Support, Product, Engineering, Professional Services, Legal, and other teams.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Adapt your communication and working style across stakeholders while confidently providing recommendations and constructively challenging ideas when needed.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Drive alignment on priorities, requirements, tradeoffs, and implementation approaches.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Partner with technical and business teams throughout design, testing, rollout, enablement, and adoption.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Communicate progress, risks, decisions, and business impact clearly to stakeholders at all levels.</li> </ul> Skills We’re Looking For <ul> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or a related technical role.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Experience working with customer support, customer experience, or other complex business workflows in a SaaS or technology environment.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Strong technical foundation with experience working across APIs, integrations, data flows, automation, and interconnected business systems.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Demonstrated ability to take loosely defined stakeholder requests, ask the right questions, and translate them into clear problems, requirements, and scalable solutions.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Strong product judgment with the ability to look beyond a requested solution, understand the underlying need, and recommend simpler or more effective approaches.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Excellent stakeholder management and communication skills, with the ability to build trust and adapt your approach across technical and non-technical audiences.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Ability to operate effectively in a fast-paced environment with a high volume of requests and competing priorities.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Strong execution skills with experience carrying initiatives through requirements, design, testing, rollout, and adoption.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Curiosity about AI, automation, and emerging technologies and how they can improve customer and employee experiences.</li> </ul> Bonus Skills <ul> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Hands-on experience administering Zendesk or building applications and integrations using the Zendesk API.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Experience with AI-enabled customer support, agent-assist, or workflow automation technologies.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Experience with workforce management, premium support, or differentiated service models.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Experience supporting Professional Services or other post-sale customer workflows.</li> <li style="font-size: 10pt; font-family: helvetica, arial, sans-serif;">Experience integrating or consolidating customer support platforms, portals, or processes.</li> </ul> #LI-DC1 #LI-HYBRID<div class="content-conclusion">  Perks and Benefits <ul> <li>100% employer-paid medical insurance*</li> <li data-pm-slice="1 1 []">Generous 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.</li> <li>RSU stock grants*</li> <li>Professional development and training opportunities</li> <li>Company virtual happy hours, free food, and fun team-building activities</li> <li>Monthly cell phone stipend</li> <li>Access 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.</li> </ul> *May vary by country and worker type - please reach out to your recruiter for more information Click <a href="https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing" target="_blank">here</a> to learn more about Fivetran's Benefits by Region. <hr> We’re honored to be <a class="c-link" href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank" data-stringify-link="https://fivetran.com/blog/hvr-acquisition-series-d" data-sk="tooltip_parent">valued at over $5.6 billion</a>, but more importantly, we’re proud of our <a class="c-link" href="https://fivetran.com/culture" target="_blank" data-stringify-link="https://fivetran.com/culture" data-sk="tooltip_parent">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in <a class="c-link" href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank" data-stringify-link="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" data-sk="tooltip_parent">Forbes</a>.      Fivetran 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. To learn more about Fivetran’s culture and what it’s like to be part of the team, <a href="https://www.youtube.com/watch?v=xlhtp4dGh8o" target="_blank">click here</a> and enjoy our video. To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>. <hr> We 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 <a href="https://forms.gle/V7k3t4u9j523XkEt6">form</a>. 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. We look forward to hearing from you and accommodating your needs to the best of our ability.</div>

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