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Sr. Staff Technical Product Manager – Customer Support

Fivetran· Systems Engineering Department
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Hybrid (Novi Sad, Serbia)Full-timePosted 2w ago

About the role

Experienced Technical Product Manager to own the roadmap and delivery for Fivetran's global Customer Support systems, partnering with Support leadership and Engineering to deliver scalable, API-driven solutions centered around Zendesk and an ecosystem of integrations.

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, uncoverting broader problems behind requests.
  • Identify opportunities to simplify workflows, improve agent and customer experiences, and increase Support efficiency through automation and better systems.
  • Partner with Systems Engineering to design scalable solutions across Zendesk and its broader integration ecosystem.
  • Develop deep expertise in Support processes, Zendesk capabilities, APIs, integrations, automation, and data flows to support solution design, systems analysis, testing, and implementation.
  • Shape technical tradeoffs balancing business value, customer experience, delivery effort, quality, scalability, and maintainability.
  • Evaluate opportunities to use AI, automation, and evolving support technologies to improve service delivery with appropriate human oversight.
  • Ensure delivered solutions meet business requirements and quality expectations through active participation in testing and validation.
  • Build trusted partnerships across a global stakeholder group including Support, Product, Engineering, Professional Services, Legal, and other teams.
  • Adapt communication style across stakeholders while confidently providing recommendations and challenging ideas when needed.
  • Drive alignment on priorities, requirements, tradeoffs, and implementation approaches.
  • Partner with technical and business teams through design, testing, rollout, enablement, and adoption.
  • Communicate progress, risks, decisions, and business impact clearly to stakeholders at all levels.

Qualifications

  • 7+ years of experience in Technical Product Management, Business Systems, Technical Business Analysis, Product Ownership, Implementation Consulting, or related technical role.
  • Experience with customer support, customer experience, or complex business workflows in SaaS or technology environments.
  • Strong technical foundation with experience across APIs, integrations, data flows, automation, and interconnected business systems.
  • Ability to translate loosely defined stakeholder requests into clear problems, requirements, and scalable solutions.
  • Strong product judgment to uncover underlying needs and propose simpler or more effective approaches.
  • Excellent stakeholder management and communication skills across technical and non-technical audiences.
  • Ability to operate in a fast-paced environment with high volume of requests and competing priorities.
  • Strong execution skills across requirements, design, testing, rollout, and adoption.
  • Curiosity about AI, automation, and emerging technologies for improving customer and employee experiences.

Skills

Required:Technical Product ManagementStakeholder ManagementAPI & Integrations
Nice to have:Zendesk

Benefits

  • 100% employer-paid medical insurance
  • Generous paid time off (vacation, paid sick time, parental leave, holidays, Global Week of Rest, volunteer days)
  • RSU stock grants
  • Professional development and training opportunities
  • Company virtual events and team activities
  • Monthly cell phone stipend
  • Access to mental health support platform for employees and dependents
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Fivetran

Moving data. Powering innovation.

Effortlessly centralize all the data you need so your team can deliver better insights, faster.

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