Support Account Manager - Escalations & Account Support

Job Description

Fivetran is seeking a customer-focused Support Account Manager (IC3) to join our Support organization. In this role, you will own the day-to-day support experience for a portfolio of customers by driving case momentum, coordinating internal stakeholders, and ensuring customers receive clear, timely, and accurate communication throughout the lifecycle of their issues. You will also help lead structured escalation workflows for high-risk or high-visibility situations by assessing business impact, aligning the right resources, maintaining accountability for next steps, and keeping customers confident that progress is being made.

This role is critical to delivering a consistent Premium support experience, preventing issues from stalling, reducing escalation risk, and strengthening operational rigor across support engagements. It requires strong judgment, customer empathy, cross-functional coordination, and the ability to remain calm and organized under pressure.

This role may participate in a weekend/on-call rotation, and Premium customers may require support outside standard business hours, so flexibility is important.

About the Role

Fivetran is modernizing data movement for thousands of companies through automated, reliable pipelines. As 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 Oakland 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 (IC3-scoped)

• 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

• 2 - 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 (Nice to Have)

• 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.

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