Technical Cloud Support (Mountain Time Zone)

  • Airbyte
  • 24 Jan, 2023

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 the past 24 months, we've built over 200+ connectors and we've had 25,000+ companies replicating 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.
 
Airbyte is remote friendly, with most of the team still based in Silicon Valley. We’re fully transparent as a company. Our company handbookculture & valuesstrategy and roadmap are open to all.
 
If you find this role exciting, we encourage you to apply even if you think you don’t meet all requirements.
 
Opportunity

As an early Technical Cloud Support team member, you will have a big impact on the success and growth of the technical cloud support team. You will work alongside our Technical Cloud support 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 Cloud via live chat, 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.
  • 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 Intercom, Salesforce, and Github would be a bonus
  • You share our values
 
We provide
 
  • Fully remote flexible work environment - we don’t look at when you log in, log out or how much time you work. We look at your output and we trust you; it’s the only way remote can actually work. 
  • 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.
  • Co-working space - most of our team enjoys the WFH life but if you prefer to work from a co-working space, we will cover the full monthly cost.
  • 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 are a fully distributed, 100% remote-first team, however, we recognize the value of in-person time. 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 
 
Salary for this job- $76,000- $102,000 +  a generous equity package, and benefits listed above for US Market. For countries outside of the US we offer benefits and localized salaries based on your region or area.
 
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.
 
#LI-Remote- Mountain Time Zone Availability