About the company
Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on.
About the role
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.
Technologies you'll use
- Zendesk, Salesforce, Jira, Slack workflows
- APIs and integrations, Lucidchart
- SQL, Looker, Google Workspace
- AI and automation technologies
Responsibilities
- 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 business needs into clear product, process, and systems requirements
- Identify opportunities to simplify workflows and increase Support efficiency through automation
- Partner with Systems Engineering to design scalable solutions across Zendesk and its broader integration ecosystem
- Shape technical tradeoffs that balance business value, customer experience, delivery effort, quality, scalability, and maintainability
- Evaluate opportunities to use AI, automation, and evolving support technologies
- Build trusted partnerships across a diverse, global stakeholder group
- Drive alignment on priorities, requirements, tradeoffs, and implementation approaches
Requirements
- 7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or a related technical role
- Experience working with customer support, customer experience, or other complex business workflows
- Strong technical instincts and confidence to go beyond the initial request
- Deep expertise in Support processes, Zendesk capabilities, APIs, integrations, automation, and data flows
- Ability to adapt communication and working style across stakeholders