About the Role

Fivetran is seeking a customer-focused Support Account Manager to join our Support organization. In this role, you will own the day-to-day support experience for a portfolio of customers by driving case momentum, coordinating internal stakeholders, and ensuring customers receive clear, timely, and accurate communication throughout the lifecycle of their issues. You will also help lead structured escalation workflows for high-risk or high-visibility situations by assessing business impact, aligning the right resources, maintaining accountability for next steps, and keeping customers confident that progress is being made.

This role is critical to delivering a consistent Premium support experience, preventing issues from stalling, reducing escalation risk, and strengthening operational rigor across support engagements. It requires strong judgment, customer empathy, cross-functional coordination, and the ability to remain calm and organized under pressure.

This role may participate in a weekend/on-call rotation, and Premium customers may require support outside standard business hours, so flexibility is important.

We’re looking for a a Support Account Manager , you will serve as a key operational owner of the customer support experience for your assigned accounts. You will ensure cases move forward with urgency, customer expectations are well managed, and internal teams remain aligned on priorities, owners, blockers, and next steps.

You will play an important role in both proactive account support and escalation execution; helping identify risk before it grows, restoring momentum when cases stall, and coordinating complex or business-critical issues with discipline and clarity. Success in this role requires strong communication, thoughtful prioritization, and the ability to translate technical investigation into business-relevant updates for customers and internal stakeholders.

This is a full-time position based out of our Bangalore office. This role requires working coverage shifts aligned to PST / EST / EMEA / early APAC, based on business needs.Must be flexible to participate in a weekend rotation to support 24×7 coverage when required.

Technologies You’ll Use

• Zendesk
• SupportLogic
• Jira
• Looker (basic reporting/metrics)
• Backstage
• AI-enabled tools and automation

What You’ll Do

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 (status, what’s been tried, what’s next, when we’ll update next).
• 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 (stalled investigations, repeat issues, frequent reopenings).

Escalation support & stakeholder management

• Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency; ensure the right resources are engaged.
• Serve as a customer-facing coordinator for critical or complex cases, ensuring communication is timely and consistent.
• Collaborate with cross-functional teams (Engineering, Product, Customer Success) to unblock progress and drive toward resolution within established timelines.
• Track progress on escalations and ensure action items are clear, owned, and timeboxed; escalate to Support leadership when SLAs are at risk.
• Identify trends in escalations (recurring failure modes, process gaps) and contribute recommendations for improvements (templates, checklists, routing rules).
• Support post-incident follow-ups by documenting key learnings, ensuring customer confirmation, and helping drive completion of follow-up actions

Coverage / flexibility

• Participate in a weekend rotation (as needed) to support Premium customers and critical issues, ensuring timely communication and coordination during off-hours.

Skills We’re Looking For

• 4 years of experience in customer support operations, technical account coordination, customer success, or support program management (or equivalent).
• Strong written and verbal communication: ability to deliver crisp updates to customers and internal stakeholders, including executives when needed.
• Strong organizational skills and follow-through; able to manage multiple accounts/issues simultaneously.
• Comfort working cross-functionally and navigating ambiguity to drive next steps.
• Technical aptitude and ability to learn complex systems quickly (SaaS, cloud, data integration preferred).
• Solid judgment: knows when to escalate, how to set expectations, and how to balance urgency with accuracy.
• Flexibility to support occasional after-hours needs, including participation in a weekend/on-call rotation for Premium customers and high-severity incidents.
• Calm under pressure, customer-empathetic, and team-oriented.
• Comfortable using AI-powered tools responsibly 

Bonus Skills

• Experience with Zendesk, SupportLogic, Jira, Looker, or similar tooling.
• Familiarity with cloud platforms (AWS/GCP/Azure), data warehouses, ELT/ETL, APIs, or SaaS support environments.
• Experience supporting enterprise customers, executive-facing comms, or participating in QBRs.
• Interest in support analytics (SLA compliance, escalation rate, CSAT) and operational improvement work.
• #1Team1Dream mentality- collaborative, proactive, accountable and customer-focused.

#LI-REMOTE

#LI-DB1

About the Role

We’re looking for a Billing & Collections Analyst to own day-to-day billing operations, cash application and collections support for our India team. This is a hands-on, operational role focused on invoice generation, payment application, reconciliations, dispute management and AR reporting. You’ll partner with Order Management, Deal Desk, Revenue Accounting and Collections to ensure invoices are accurate, payments are applied correctly, and customer queries are resolved quickly — helping improve cash velocity and reduce billing exceptions.

This is a full-time, remote role based in the Bengaluru . Candidates must reside within commuting distance of our Bengaluru office and be available to attend in-person meetings and company events as needed.  This position requires working outside of normal India business hours to support global business operations. The expected working hours for this role will be 9:30 PM to 5:30 AM IST through the end of 2026, then change to 3:30 PM to 12:30 AM IST beginning 2027.

Technologies You’ll Use

• NetSuite (or equivalent ERP), Salesforce/CPQ, Avalara, payment gateway tools, Google Sheets/Excel, Jira, Zendesk, and integration platforms (Celigo or similar).

What You’ll Do

• Execute daily billing cycles and ensure timely generation, distribution and correction of invoices in the ERP.
• Process standard billing adjustments, credit/debit memos and chargebacks under L4 guidance; maintain accurate billing logs and audit trails.
• Apply high volumes of customer payments (electronic, wire, checks) and reconcile payments to invoices and bank statements.
• Monitor and resolve unapplied cash, short payments and basic escalation items on a daily basis to maintain AR sub-ledger accuracy.
• Support periodic reconciliations and provide documentation for month-end close activities.
• Perform outbound collections activities at the L3 level: send dunning notices, follow up on overdue balances and update AR aging notes.
• Serve as the first point of contact for standard customer billing/payment queries; resolve routine issues and escalate complex disputes to the L4 Analyst.
• Participate in User Acceptance Testing (UAT) for SFDC/NetSuite and related system updates by executing assigned test scripts and logging defects.
• Assist in drafting and updating Standard Operating Procedures (SOPs), runbooks and training materials to support operational continuity.
• Learn and adopt new system enhancements and workflow improvements to increase processing speed and accuracy.
• Communicate daily status and updates to the L4 Analyst and ensure handoffs are documented.

Skills We’re Looking For

• 1–3 years’ hands-on experience in billing, accounts receivable, cash application or collections (shared services / corporate finance a plus).
• Basic familiarity with ERP systems (NetSuite, SAP, Oracle or similar) and strong proficiency in Google Sheets / Excel (vlookups, pivot tables, basic formulas).
• Clear written and verbal communication skills for professional customer interactions and cross-functional collaboration.
• Strong attention to detail, a bias for accuracy in high-volume tasks, and a desire to learn complex financial workflows.
• Comfortable executing test scripts and documenting system defects for finance systems.

Bonus Skills​

• Prior experience in a fast-paced, high-growth SaaS environment.
• Exposure to BPO operations or participation in cross-geography knowledge-transfer programs.
• Familiarity with ticketing tools (Jira, Zendesk) and basic troubleshooting of integration/sync issues.
• Basic SQL or scripting for ad-hoc validation and reporting.

#LI-REMOTE

#LI-MM1

About the Role

We’re looking for a customer-facing Solution Architect role, focused on helping customers successfully establish secure network connectivity with Fivetran. Engagements are typically initiated through pre-qualified customer requests (via a ticketing system) and involve designing, validating, and guiding the implementation of networking resources required for Fivetran’s SaaS and Hybrid products.

As a Solution Architect specializing in Network & Connectivity, you will design and implement secure network architectures that enable Fivetran to reliably exchange data with customer environments. Your focus will be on private connectivity, network isolation, secure data flows, and the authentication and credential mechanisms required to establish and maintain those connections across cloud and on-premise infrastructures.

You will work directly with customer security, network, and platform teams to design solutions using technologies such as PrivateLink / Private Service Connect, VPNs, SSH tunneling (direct and reverse), subnet peering, proxy agents, and hybrid networking patterns. While you are not directly responsible for selling, you will act as a trusted technical advisor, guiding customers through architectural decisions, security tradeoffs, and implementation details.

You will collaborate closely with internal teams including Customer Support, Customer Success, Field Sales teams, Product, and Engineering to ensure customer connectivity requirements are met efficiently and securely.
 
This is a full-time position based remotely in India and requires working hours aligned with North American business hours (9:30:00 PM 5:30:00 AM IST).

Technologies You’ll Use

Fivetran SaaS and Hybrid Deployment Models

• AWS, GCP, Azure networking services
• PrivateLink / VPC Endpoint Services
• Private Service Connect
• VPC/VNet Peering
• Site-to-site and client VPNs

Secure connectivity patterns

• SSH tunnels (direct and reverse)
• Bastion hosts
• Proxy agents

Authentication and credential mechanisms

• SSH keys and certificate-based authentication
• Secrets management and key rotation patterns
• IAM roles, service accounts, and least-privilege access

Networking fundamentals

• TCP/IP, DNS, routing, firewalls, CIDR, NAT
• Linux/Unix environments
• git and infrastructure-as-code concepts

What You’ll Do

As a member of our customer-facing team, you will help customers design, implement, and validate the secure networking and authentication foundations required for Fivetran to operate in their environments. You will work on requests, guiding customers or partners through the setup and optimization of private connectivity, credentials, and secure data access patterns that enable reliable Fivetran SaaS and Hybrid data pipelines. 

• Respond to and own customer requests for networking and authentication assistance 
• Design secure network architectures that enable Fivetran to connect to customer data sources across cloud and on-premise environments
• Lead customer discussions focused on connectivity requirements, authentication models, security constraints, compliances issues and network topology
• Guide customers through the setup of required networking and authentication resources, including:
• Private cloud links (AWS PrivateLink, GCP Private Service Connect, Azure Private Endpoints)
• Site-to-site and client VPN architectures
• SSH-based tunneling solutions (forward and reverse)
• Proxy agent and hybrid deployment patterns
• Troubleshoot complex networking, connectivity, and security issues impacting data pipelines
• Validate proposed architectures against customer security, compliance, and operational requirements
• Produce clear architecture diagrams, implementation guides, and customer-facing documentation
• Work in partnership with Support and Customer Success to ensure smooth handoffs and customer outcomes
• Identify recurring customer challenges and provide feedback to Product and Engineering on connectivity-related gaps and opportunities

Skills We’re Looking For

• 3+ years of experience in a customer-facing technical role (Solution Architect, Network Architect, Systems Engineer, or similar)
• Strong hands-on experience designing and implementing secure network architectures
• Deep knowledge of cloud networking in AWS and GCP or Azure
• Experience with private connectivity solutions (PrivateLink, PSC, VPC/VNet peering)
• Strong understanding of VPN technologies, SSH tunneling patterns, and secure authentication mechanisms
• Experience working with credentials, keys, certificates, and access control models
• Linux/Unix experience and comfort troubleshooting at the OS and network level
• Familiarity with security concepts such as network isolation, least privilege, and defense in depth
• Ability to clearly explain complex networking concepts to both technical and non-technical audiences
• Strong problem-solving skills and a customer-first mindset

Bonus Skills

• Experience with hybrid SaaS architectures
• Infrastructure as Code (Terraform, CloudFormation, ARM)
• Experience supporting data platforms, data pipelines, or distributed systems
• Familiarity with enterprise security and compliance requirements
• Hands-on experience with Debian-based Linux systems
• One or more of the following certifications:
  AWS Certified Advanced Networking – Speciality
  AWS Certified Solutions Architect – Professiona
  Azure Network Engineer Associate
  Google Professional Cloud Network Engineer

#LI-LA1
#LI-REMOTE

About the Role

We’re looking for a Senior Billing & Collections Analyst to own day-to-day billing operations, cash application and collections support for our India team. This is a hands-on, operational role focused on invoice generation, payment application, reconciliations, dispute management and AR reporting. You’ll partner with Order Management, Deal Desk, Revenue Accounting and Collections to ensure invoices are accurate, payments are applied correctly, and customer queries are resolved quickly — helping improve cash velocity and reduce billing exceptions.

This is a full-time, remote role based in the Bengaluru. Candidates must reside within commuting distance of our Bengaluru office and be available to attend in-person meetings and company events as needed.  This position requires working outside of normal India business hours to support global business operations. The expected working hours for this role will be 9:30 PM to 5:30 AM IST through the end of 2026, then change to 3:30 PM to 12:30 AM IST beginning 2027.

Technologies You’ll Use

• NetSuite (or equivalent ERP), Salesforce/CPQ, Avalara, payment gateway tools, Google Sheets, Jira, Zendesk, and integration platforms (Celigo or similar).

What You’ll Do

• Execute billing cycles and ensure timely, accurate invoice creation, distribution and correction in the ERP.
• Manage billing adjustments, credit/debit memos, chargebacks and maintain billing logs and audit trails.
• Apply customer payments (electronic, wire, checks, cards), reconcile payments to invoices and bank statements, and maintain high cash application accuracy.
• Own periodic AR sub-ledger reconciliations and support month-end and quarter-end close tasks.
• Support collections activity: aging analysis, dunning, customer follow-up, payment arrangements and escalation of delinquent accounts.
• Investigate and manage customer billing disputes; coordinate cross-functional resolution with Sales, Deal Desk, Order Management and Revenue Accounting.
• Develop and maintain AR reporting and KPIs (DSO, aging buckets, unapplied cash, dispute backlog) and deliver regular updates to stakeholders.
• Lead and participate in UAT for NetSuite and SFDC changes, payment gateway integrations, and billing/process enhancements; author UAT scripts and document defects.
• Maintain strong internal controls, SOPs, runbooks and documentation to support audits and ensure segregation of duties.
• Proactively identify process improvements and partner with technical and business teams to reduce manual work, improve accuracy and tighten financial controls.
• Support knowledge transfer and documentation activities to ensure team continuity and operational readiness.

Skills We’re Looking For

• 3+ years’ hands-on experience in billing, accounts receivable, cash application and collections (shared services or corporate finance experience preferred).
• Practical experience with ERP/billing systems (NetSuite, SAP, Oracle or similar).
• Strong spreadsheet skills (Google Sheets / Excel — pivot tables, reconciliations).
• Experience performing bank reconciliations and AR sub-ledger reconciliations.
• Comfortable authoring and executing UAT test scripts for finance systems and tracking system defects.
• Excellent stakeholder management and customer service skills; strong attention to detail and a controls mindset.
• Strong written and verbal communication skills and the ability to work across global teams.

Bonus Skills​

• Experience with SQL or working with transactional data.
• Exposure to payment gateway integrations and billing middleware (Celigo, iPaaS) or automation tools.
• Prior experience working with BPO providers or participating in cross-geography knowledge transfer programs.
• Basic scripting (Python/Bash) or familiarity with simple automation is a plus.

#LI-REMOTE

#LI-MM1

About the Role

We're looking for an Order Management Analyst to support our global order validation operations within the Revenue Accounting & Operations team. You will play a key role in ensuring customer orders are processed accurately, comply with company policies, and flow correctly through our systems.

This role will work closely with our US-based manager and collaborate across teams such as Deal Desk, Revenue Accounting, and Systems Engineering to ensure clean data and timely deal closure.

This is a full-time, remote role based in the Bengaluru . Candidates must reside within commuting distance of our Bengaluru office and be available to attend in-person meetings and company events as needed.

This position requires working outside of normal India business hours to support global business operations. The expected working hours for this role will be 9:30 PM to 5:30 AM IST.

Technologies You’ll Use

• Salesforce CPQ, NetSuite, Celigo, Google Sheets, Jira, Avalara, Zendesk

What You’ll Do

• Review closed/won opportunities in Salesforce for completeness, accuracy and policy compliance prior to final booking.
• Validate key order fields (contract terms, PO numbers, start/end dates, billing details, SKUs, seat counts, pricing) across Salesforce and NetSuite; ensure correct mapping to billing/ERP.
• Identify, document and escalate order issues or missing information; follow up with Deal Desk, Sales, Legal or other stakeholders until resolved.
  Monitor sync health between Salesforce, product systems and NetSuite; troubleshoot and help resolve common order flow errors and blocked SOs.
• Execute order setup and maintenance tasks (amendments, renewals, cancellations, SOWs) and maintain accurate order records and audit trails.
• Validate outputs from rule-based or AI-assisted reconciliation/validation tools produced by the senior analyst: confirm accuracy, flag false positives/negatives, and provide concrete examples for tuning.
• Participate in UAT and release testing for new products, SKUs, pricing models and system/automation changes; run end-to-end tests (sales → order → billing → revenue → AR).
• Maintain test cases, validation checklists, runbooks and SOPs on production readiness for order-related changes.
• Own daily triage of exception queues, blocked orders and amendment backlogs; drive SLAs for order resolution and document root causes.
• Generate and maintain operational reports (bookings QA tracker, exception logs, order quality dashboards) and provide weekly metrics to the manager.
• Collaborate with Revenue Accounting and Billing during month- and quarter-end close to ensure completeness of bookings and to support audit inquiries.
• Support the structured knowledge transfer from the Philippines BPO and help onboard India teammates; document processes and training artifacts to ensure operational readiness.

Skills We’re Looking For

• 2–3 years of experience in Order Management, Deal Desk, Billing, or QTC support roles at a SaaS or software company.
• Hands-on experience with Salesforce and a working understanding of NetSuite.
• High attention to detail and strong documentation discipline.
• Comfortable managing tasks across multiple systems and troubleshooting data discrepancies.
• Effective communicator who can coordinate with global counterparts and follow through independently.
• Eager to learn, improve processes, and contribute to a global operations team.

#LI-MM1
#LI-REMOTE