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Technical Support Manager – Enterprise
| Company | Airbyte |
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| Location | San Francisco, CA, USA |
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| Salary | $130000 – $155000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 3–5 years of people management experience in technical support or a similar customer-facing engineering role.
- Proven ability to build and lead global support teams, including direct experience managing or coordinating 24×7 operations (e.g., on-call rotations, follow-the-sun coverage).
- Track record of implementing and improving support processes, SLAs, and escalation protocols in a high-growth or high-availability environment.
- Strong leadership, mentoring, and team-building skills, with a focus on performance management and career development.
- Experience collaborating cross-functionally with engineering, product, and customer success teams to drive issue resolution and customer satisfaction.
- Experience with Zendesk administration, Jira, and Salesforce.
- Familiarity with scripting languages like Python or Bash, working knowledge of SQL, and experience interacting with a variety of APIs.
- Functional understanding of data integration tools, cloud platforms (AWS/GCP), and modern DevOps tooling (e.g. Docker, Kubernetes, Terraform).
- Excellent communication and interpersonal skills – comfortable interfacing with both technical and non-technical stakeholders.
Responsibilities
- Build, lead, and scale a 24×7 global technical support team, ensuring high availability and responsiveness for enterprise clients around the clock.
- Lead and mentor a team of enterprise technical support engineers, creating an environment of accountability, growth, and customer obsession.
- Own the enterprise support experience: develop and implement internal and external support SLAs, escalation protocols, and reporting frameworks.
- Act as a technical and strategic partner to key enterprise customers, helping resolve escalations and provide proactive guidance.
- Collaborate closely with Product, Engineering, and Customer Success to surface customer feedback, resolve issues quickly, and improve customer relationships.
- Build tooling and internal processes to increase support efficiency, quality, and scalability.
- Proactively identify process gaps, collaborate on solutions, develop a project plan, delegate effectively, and ensure successful execution and delivery.
- Establish and monitor support KPIs (e.g. CSAT, time to resolution, backlog health) and drive continuous improvement.
- Contribute to the knowledge base, support documentation, and technical resources to build leverage by empowering customers and internal teams.
Preferred Qualifications
- Previous experience supporting an open-source or developer-focused product.
- Familiarity with Airbyte or similar data movement platforms.
- Ability to build dashboards in data observability tools (e.g., Metabase, Zendesk Explore).
- Experience building a technical support function from the ground up.
- Familiarity with CI/CD pipelines, GitHub workflows, data orchestration tools (e.g., Apache Airflow, Dagster) and observability platforms (e.g., Datadog, Prometheus, OpenTelemetry).
