Senior Escalation Manager

Senior Escalation Manager role at Fivetran. Location: Dublin, hybrid work model (two days in the office each week).

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. The ideal candidate brings deep technical understanding, exceptional judgment under pressure, and a collaborative mindset. You should have proven experience managing technical escalations, with a proven ability to influence cross-functional teams and drive continuous improvement.

• Zendesk
• SupportLogic
• Height/Jira
• Looker
• Backstage

• 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.

• 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 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.

• Experience with Zendesk, SupportLogic, and Height.
• Familiarity with cloud platforms (AWS, GCP, Azure), data integration, or SaaS support environments.
• Experience presenting to executive stakeholders or participating in customer QBRs.
• #1Team1Dream mindset—collaborative, proactive, and always customer-focused.

• 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 mental health support platform offering resources for all covered employees and their dependents.

*May vary by country and worker type - please reach out to your recruiter for more information

We're honored to be valued at over $5.6 billion and are committed to our values of Get Stuck In, Do the Right Thing, and One Team, One Dream. We promote diversity, equity, inclusion & belonging and encourage you to learn more about our culture and benefits.