Senior Escalation Manager, Fivetran

• Fivetran is seeking a highly experienced and strategic Senior Escalation Manager to join our world-class Support team
• The ideal candidate brings deep technical understanding, exceptional judgment under pressure, and a collaborative mindset
• You should have a minimum of 7+ years of experience managing technical escalations, with a proven ability to influence cross-functional teams and drive continuous improvement.b
• 7+ years in escalation management, technical account management, or a senior support leadership role
• Strong technical aptitude with the ability to understand and troubleshoot complex systems (SaaS, cloud infrastructure, data integration preferred)
• Proven track record of leading high-severity incidents and communicating effectively with senior leadership and customers
• Strategic thinking with a passion for process improvement, operational excellence, and cross-functional collaboration
• Exceptional written and verbal communication skills with an ability to explain complex technical issues to diverse audiences.
• Experience with Zendesk, SupportLogic, and Height
• Familiarity with cloud platforms (AWS, GCP, Azure), data integration, or SaaS support environments
• Experience influencing product and engineering roadmaps through customer feedback and data
• Strong leadership and mentoring capabilities, with a focus on coaching others through challenging escalations
• Calm under pressure, highly organized, and capable of managing multiple priorities

Desirable

• In this role, you will take ownership of the most complex, high-impact customer escalations, partnering with internal teams and senior stakeholders to drive resolution and improve overall customer experience
• As a senior leader within the Escalation Management function, you will not only manage critical escalations but also influence process improvements, mentor team members, and play a pivotal role in our customer advocacy and escalation strategy
• As a Senior Escalation Manager, you will lead the coordination and resolution of our most urgent and impactful customer issues
• You’ll work across support, engineering, product, and customer success teams to reduce friction, drive accountability, and ensure excellent customer outcomes. You’ll also help shape the long-term direction of our escalation management function
• Lead and manage critical customer escalations, ensuring timely and effective resolution through cross-functional collaboration
• Serve as the escalation point for high-severity or high-visibility incidents, maintaining communication with internal stakeholders and executive leadership
• Act as a trusted advisor to key customers, demonstrating strong ownership, empathy, and problem-solving skills
• Drive improvements in our escalation processes and frameworks, identifying patterns and systemic issues to enhance long-term customer satisfaction
• Partner with Engineering, Product, and Customer Success teams to influence product fixes, workarounds, and roadmap planning
• Provide strategic insights and analysis on escalation trends to drive better support policies and decision-making
• Mentor and support other Escalation Managers and Support team members, sharing best practices and helping them grow their escalation handling skills
• Participate in post-incident reviews, capturing lessons learned and driving follow-ups for continuous improvement
• Represent the Support function in leadership forums related to incident response, critical accounts, or executive escalations
• Stay current on industry trends and emerging technologies to evolve our escalation strategy