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.
About the Role
Fivetran is seeking a highly experienced and strategic Senior Escalation Manager to join our world-class Support team. 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.
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
This is a full-time, hybrid position based out of our Toronto, Canada 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
- Height/Jira
- Looker
- Backstage
What You’ll Do
- 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.
Skills We’re Looking For
- 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
Bonus Skills
- Experience presenting to executive stakeholders or participating in customer QBRs.
- #1Team1Dream mindset—collaborative, proactive, and always customer-focused.
Candidates must be located within commuting distance and are required to work onsite at least 2 days per week as part of our hybrid work mode
#LI-HYBRID #LI-MM1
Perks and Benefits
- 100% employer-paid medical insurance*
- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
- RSU stock grants*
- Professional development and training opportunities
- Company virtual happy hours, free food, and fun team-building activities
- Monthly cell phone stipend
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
*May vary by country and worker type - please reach out to your recruiter for more information
Click here to learn more about Fivetran's Benefits by Region.
We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.
Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.
To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.
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We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.