Technical Support Specialist

  • Airbyte
  • San Francisco, CA, USA
  • 10 May, 2024

Job Description

 
Airbyte is the open-source standard for EL(T). We enable data teams to replicate data from applications, APIs, and databases to data warehouses, lakes, and other destinations. We believe only an open-source approach can solve the problem of data integration, as it enables us to cover the long tail of integrations while enabling teams to adapt pre-built connectors to their needs.
 
Within just 18 months, we've built 150+ connectors and we've had 15,000+ companies syncing data with us. We've raised $181M from some of the world's top investors (Benchmark, Accel, Altimeter, Coatue, Y Combinator, etc.) and believe in product-led growth, where we build something awesome and let our product bring the users, rather than an outbound sales engine with cold calls.
 
We’re fully transparent as a company. Our company handbookculture & valuesstrategy and roadmap are open to all. 
 
Opportunity
As a Technical Support Specialist team member, you will have a big impact on the success and growth of the Technical Support Specialist team. You will work alongside your Technical Support Specialist and Support Engineer teammates as well as with our engineering, product, sales, and user support teams to ensure we are providing world-class technical support.
 
What You'll Do
  • Support and maintain customers who have implemented Airbyte via email and video conference.
  • Triage, escalate, and resolve customer issues in a professional and timely fashion
  • Work with API’s, databases, cloud infrastructure, and SaaS tools to troubleshoot customer issues.
  • Independently and collaboratively problem solve technical issues by thinking out of the box and using your technical knowledge to test and work with customers to resolve issues. 
  • Assist in maintaining internal and external documentation 
  • Assist and support our sales teammates in their efforts to grow and expand our customer base
  • Collaborate with internal teams to ensure the customer voice is being heard 
  • Always look at ways to improve the customer experience
  • Spearhead initiatives to fill organizational/support gaps and take on/own unique projects
What You'll Need
  • 2+ years of customer service or technical support experience
  • Good technical background to understand technical issues.
  • To be self driven and ability to work autonomously
  • Ability for multitasking and escalation of critical issues
  • Ability to foster teamwork and work in a collaborative culture
  • Ability to think creatively and out of the box to solve problems 
  • Dynamic, energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.
  • Familiarity with data engineering is a plus.
  • Familiarity with Zendesk and Github would be a bonus
  • You share our values

Location

  • San Francisco, Hybrid 2 days per week 
We provide
  • Relocation - should you be applying to a San Francisco based role, Airbyte will assist with U.S. relocation to make this a seamless transition and compensate you well.
  • Unlimited Paid Time Off - we need you at your best at all times. Our expected minimum time off of 25 PTO days per year lets you schedule your work around your life.
  • Parental leave (for both parents) - we offer 16 weeks of paid parental leave for all new parents so you have time to adjust to the new life (and work) schedule introduced by your new bundle of joy.
  • Sponsored Travel -  We sponsor annual company-wide retreats, team offsites, and Travel With Purpose in between to allow you to collaborate with your team in person on a regular basis.
  • Open book policy - we will pay for books you purchase for your professional and career development. 
  • Continuous learning/training policy - we sponsor you for the conferences and training programs you feel would add to your development in the company. 
  • Competitive benefits package for US-based employees, including:
  • Blue Shield or Kaiser Medical Insurance 
  • Airbyte covers 100% for both employees and dependents
  • Dental (including child & adult ortho) & Vision Insurance
  • Airbyte covers 100% for both employees and dependents
  • Life and AD&D Insurance
  • Airbyte covers 100% for employees
  • Short-term Disability Insurance 
  • Airbyte covers 100% for employees 
  • Long-term Disability Insurance
  • Airbyte covers 100% for employees
  • Healthcare insurance stipend for those outside the US whose countries do not provide it for free.
  • Mental Health Support for all team members provided via Spill.
  • 401k for US-based employees.
  • FSA (flexible spending account)
  • Work Visas We currently sponsor H1B Transfers, TN Visas, and Green Cards. All other Visa requests will be discussed on a case by case basis to determine if we can sponsor.

Salary for this job- $80,000- $90,000 +  a generous equity package, and benefits listed above for US Market. 

 
Airbyte is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity or expression, marital status, familial status, domestic violence victim status, veteran or military status, or any other legally recognized protected basis under federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 
Airbyte is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.