Sr. Staff Technical Product Manager – Customer Support

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 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 • 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. • Translate ambiguous busi