Support Account Manager - Escalations & Account 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. 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 ensur