Support Account Manager - Escalations & Account Support

Описание вакансии

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.

About the Role

Fivetran is building data pipelines to power the modern data stack for thousands of companies.

We’re looking for a a Support Account Manager (IC3), you will serve as a key operational owner of the customer support experience for your assigned accounts. You will ensure cases move forward with urgency, customer expectations are well managed, and internal teams remain aligned on priorities, owners, blockers, and next steps.

You will play an important role in both proactive account support and escalation execution; helping identify risk before it grows, restoring momentum when cases stall, and coordinating complex or business-critical issues with discipline and clarity. Success in this role requires strong communication, thoughtful prioritization, and the ability to translate technical investigation into business-relevant updates for customers and internal stakeholders.

This is a full-time position based out of our Dublin office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

Technologies You’ll Use

• Zendesk
• SupportLogic
• Jira
• Looker (basic reporting/metrics)
• Backstage
• AI-enabled tools and automation

What You’ll Do

Account support & case coordination

• Own the support experience for a portfolio of accounts by coordinating ticket progress, follow-ups, and customer communications.
• Track and manage follow-up SLAs / status update cadence, ensuring customers receive timely updates, next steps, and realistic ETAs.
• Partner with Support Engineers to convert technical investigation into clear customer-facing updates (status, what’s been tried, what’s next, when we’ll update next).
• Maintain accurate case hygiene (severity, business impact, owner, next update due, blockers, links to Jira work).
• Monitor customer sentiment and satisfaction signals and flag risks early (stalled investigations, repeat issues, frequent reopenings).

Escalation support & stakeholder management

• Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency; ensure the right resources are engaged.
• Serve as a customer-facing coordinator for critical or complex cases, ensuring communication is timely and consistent.
• Collaborate with cross-functional teams (Engineering, Product, Customer Success) to unblock progress and drive toward resolution within established timelines.
• Track progress on escalations and ensure action items are clear, owned, and timeboxed; escalate to Support leadership when SLAs are at risk.
• Identify trends in escalations (recurring failure modes, process gaps) and contribute recommendations for improvements (templates, checklists, routing rules).
• Support post-incident follow-ups by documenting key learnings, ensuring customer confirmation, and helping drive completion of follow-up actions.

Coverage / flexibility

• Participate in a weekend rotation (as needed) to support Premium customers and critical issues, ensuring timely communication and coordination during off-hours.

Skills We’re Looking For

• 4 years of experience in customer support operations, technical account coordination, customer success, or support program management (or equivalent).
• Strong written and verbal communication: ability to deliver crisp updates to customers and internal stakeholders, including executives when needed.
• Strong organizational skills and follow-through; able to manage multiple accounts/issues simultaneously.
• Comfort working cross-functionally and navigating ambiguity to drive next steps.
• Technical aptitude and ability to learn complex systems quickly (SaaS, cloud, data integration preferred).
• Solid judgment: knows when to escalate, how to set expectations, and how to balance urgency with accuracy.
• Flexibility to support occasional after-hours needs, including participation in a weekend/on-call rotation for Premium customers and high-severity incidents.
• Calm under pressure, customer-empathetic, and team-oriented.
• Comfortable using AI-powered tools responsibly

Bonus Skills​

• Experience with Zendesk, SupportLogic, Jira, Looker, or similar tooling.
• Familiarity with cloud platforms (AWS/GCP/Azure), data warehouses, ELT/ETL, APIs, or SaaS support environments.
• Experience supporting enterprise customers, executive-facing comms, or participating in QBRs.
• Interest in support analytics (SLA compliance, escalation rate, CSAT) and operational improvement work.
• #1Team1Dream mentality- collaborative, proactive, accountable and customer-focused.

#LI-NR1

#LI-HYBRID

Perks and Benefits

• 100% employer-paid medical insurance\*
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants\*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• 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.

*\May vary by country and worker type - please reach out to your recruiter for more information

Click here to learn more about Fivetran's Benefits by Region.

We’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.

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, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

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 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. We look forward to hearing from you and accommodating your needs to the best of our ability.