Support Account Manager - Escalations & Account Support

Fivetran·Remote(Remote, India, APAC)
Customer Success

WFA Digital Insight

As remote work continues to shape the digital landscape, demand for skilled support specialists is on the rise. With a 25% growth in cloud-based data integration solutions, Fivetran stands at the forefront of this trend. This Support Account Manager role offers a unique chance to work with a cutting-edge company, utilizing tools like Zendesk and Jira to deliver top-tier customer experiences. Candidates should be prepared to showcase their expertise in case coordination, technical communication, and conflict resolution, with a strong understanding of the APAC market.

Job Description

About the Role

The Support Account Manager role at Fivetran is a critical component of the company's Support organization. As a customer-focused professional, you will be responsible for managing the day-to-day support experience for a portfolio of customers. This entails driving case momentum, coordinating internal stakeholders, and ensuring that customers receive timely and accurate communication throughout the lifecycle of their issues. You will also play a key role in leading structured escalation workflows for high-risk or high-visibility situations, assessing business impact, and maintaining accountability for next steps.

In this position, you will work closely with cross-functional teams to deliver a consistent Premium support experience, preventing issues from stalling and reducing escalation risk. Strong judgment, customer empathy, and the ability to remain calm under pressure are essential skills for this role. You will be expected to participate in a weekend/on-call rotation and provide support outside standard business hours, so flexibility is crucial.

Fivetran is committed to making access to data as simple and reliable as electricity. As a Support Account Manager, you will be instrumental in ensuring that customers receive the highest level of support, enabling them to leverage Fivetran's technology and become truly data-driven.

What You Will Do

  • Own the support experience for a portfolio of accounts by coordinating ticket progress, follow-ups, and customer communications.
  • Drive case momentum and ensure that cases move forward with urgency, managing customer expectations and keeping internal teams aligned on priorities and next steps.
  • Lead structured escalation workflows for high-risk or high-visibility situations, assessing business impact and maintaining accountability for progress.
  • Collaborate with cross-functional teams to deliver a consistent Premium support experience, preventing issues from stalling and reducing escalation risk.
  • Develop and maintain strong relationships with customers, understanding their needs and providing tailored support solutions.
  • Identify areas for process improvement and implement changes to enhance the overall support experience.
  • Participate in a weekend/on-call rotation and provide support outside standard business hours as required.
  • Utilize tools like Zendesk, Jira, and SupportLogic to manage and resolve customer issues efficiently.
  • Stay up-to-date with Fivetran's products and services, as well as industry trends and best practices.

What We Are Looking For

  • 3+ years of experience in a customer-facing support role, preferably in a technology or software company.
  • Strong communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.
  • Experience with case coordination, technical communication, and conflict resolution.
  • Familiarity with cloud-based data integration solutions and related technologies.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple cases simultaneously.
  • Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
  • Experience with tools like Zendesk, Jira, and SupportLogic is a plus.

Nice to Have

  • Experience working in a remote or distributed team environment.
  • Familiarity with AI-enabled tools and automation.
  • Certification in customer support or a related field.
  • Experience with data analysis and reporting tools like Looker.

Benefits and Perks

  • Competitive salary and benefits package.
  • Opportunity to work with a cutting-edge company in the data integration space.
  • Collaborative and dynamic work environment.
  • Professional development opportunities, including training and certification programs.
  • Flexible working hours and remote work options.
  • Access to the latest tools and technologies, including Zendesk, Jira, and SupportLogic.

How to Stand Out

  • Develop a strong understanding of cloud-based data integration solutions and related technologies to stand out in the application process.
  • Showcase your experience with case coordination, technical communication, and conflict resolution in your resume and cover letter.
  • Be prepared to provide specific examples of times when you had to lead structured escalation workflows and manage complex customer issues.
  • Familiarize yourself with tools like Zendesk, Jira, and SupportLogic to demonstrate your technical skills.
  • Highlight your ability to work in a fast-paced environment and prioritize tasks effectively.
  • Consider obtaining certification in customer support or a related field to enhance your application.

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