technical product manager for customer support

Fivetran automates data movement across the systems, clouds, engines, and tools organizations rely on. Its data arrives in warehouses, canonical and ready to query, while Fivetran and dbt Labs provide a data infrastructure layer for moving, transforming, and trusting data.

• Build and maintain the Customer Support systems roadmap with Support leadership and cross-functional stakeholders
• 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
• Translate ambiguous business needs into clear product, process, and systems requirements, uncovering the broader problem behind each request
• Identify opportunities to simplify workflows, improve agent and customer experiences, and increase Support efficiency through automation and better systems
• Partner with Systems Engineering to design scalable solutions across Zendesk and its broader integration ecosystem
• Develop expertise in Support processes, Zendesk capabilities, APIs, integrations, automation, and data flows to support solution design, systems analysis, testing, and implementation
• Shape technical tradeoffs across business value, customer experience, delivery effort, quality, scalability, and maintainability
• Evaluate AI, automation, and emerging support technologies to improve service delivery, incorporating human oversight where needed
• Participate in testing and validation to ensure solutions meet business requirements and quality expectations
• Build trusted partnerships across Support, Product, Engineering, Professional Services, Legal, and other teams
• Adapt communication and working style across stakeholders, provide recommendations, and constructively challenge ideas when needed
• Drive alignment on priorities, requirements, tradeoffs, and implementation approaches
• Partner with technical and business teams throughout design, testing, rollout, enablement, and adoption
• Communicate progress, risks, decisions, and business impact to stakeholders at all levels

• 7+ Years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or a related technical role
• Experience with customer support, customer experience, or complex business workflows in a SaaS or technology environment
• Strong technical foundation across APIs, integrations, data flows, automation, and interconnected business systems
• Ability to clarify loosely defined stakeholder requests and translate them into clear problems, requirements, and scalable solutions
• Strong product judgment and ability to recommend simpler or more effective approaches based on underlying needs
• Strong stakeholder management and communication skills; able to build trust and adapt communication for technical and non-technical audiences
• Ability to work effectively in a fast-paced environment with a high volume of requests and competing priorities
• Strong execution skills across requirements, design, testing, rollout, and adoption
• Curiosity about AI, automation, and emerging technologies and how they can improve customer and employee experiences
• Будет плюсом: Hands-on Zendesk administration or Zendesk API application and integration development, AI-enabled customer support, agent-assist or workflow automation technologies, workforce management, premium support or differentiated service models, Professional Services or other post-sale customer workflows, customer support platform, portal, or process integration and consolidation

• 100% Employer-paid medical insurance
• Generous paid time away, including paid vacation or flexible/unlimited vacation depending on role and country, paid sick time, inclusive parental leave, paid holidays including a year-end Global Week of Rest, and volunteer days off
• RSU stock grants; availability may vary by country and worker type
• Professional development and training opportunities
• Company virtual happy hours, free food, and team-building activities
• Monthly cell phone stipend
• Access to a mental health support platform with personalized care and resources, including therapy, coaching, and self-guided mindfulness exercises for covered employees and dependents