# Support Account Manager - Escalations & Account Support

**Company:** [Fivetran](https://hotfix.jobs/companies/fivetran)
**Location:** Oakland, CA
**Role:** Customer Success
**Salary:** $115k – $138k/yr
**Experience:** 2+ years
**Skills:** Zendesk, Jira, Looker, Supportlogic, Saas Support, Cloud Platforms (Aws/Gcp/Azure), Elt/Etl, APIs, Support Analytics
**Posted:** 2026-05-18

> Own day-to-day support experience and escalations for a portfolio of Premium customers, driving case momentum, coordinating stakeholders, and delivering timely communications. Requires 2-4 years in customer support operations or similar, strong communication, and technical aptitude in SaaS/data environments.

## Job Description

## 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.
- 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.

## Escalation support & stakeholder management
- Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency.
- Serve as a customer-facing coordinator for critical or complex cases.
- Collaborate with cross-functional teams (Engineering, Product, Customer Success) to unblock progress and drive toward resolution.
- Track progress on escalations and ensure action items are clear, owned, and timeboxed.
- Identify trends in escalations and contribute recommendations for improvements.

## Coverage / flexibility
- Participate in a weekend rotation (as needed) to support Premium customers and critical issues.

## Technologies You'll Use
- Zendesk
- SupportLogic
- Jira
- Looker (basic reporting/metrics)
- Backstage
- AI-enabled tools and automation

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