Technical Support Engineer
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Requirements
• 3+ years in technical support, data engineering, DevOps, QA, or a similar role supporting developers or technical users. • Hands-on experience with RESTful APIs and GraphQL, including OAuth, pagination, webhooks, rate limiting, and error handling. • Proficiency with API testing tools like Postman or cURL. • Understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts including ELT/ETL workflows. • Strong troubleshooting instincts, clear communication with both technical and non-technical stakeholders, and a growth mindset that keeps you improving even when things get hard. • High tolerance for ambiguity and a natural self-starter. • Flexibility to work Sun-Thu, Mon-Fri, or Tue-Sat shifts. • Familiarity with Python, Java, or Kotlin and experience with CI/CD pipelines and GitHub. • Experience with container orchestration tools like Kubernetes or Docker and multi-tenant architectures. • Background supporting developer-facing or embedded/platform products in a B2B SaaS context. • Familiarity with OpenAPI specs, YAML configuration, and Jinja expressions. • Experience with SQL and working knowledge of databases, including CDC setups. • If you find this role exciting, we encourage you to apply even if you think you don’t meet all of the requirements!
Responsibilities
• Customer Support & Troubleshooting • Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with the kind of clarity and care that turns frustrated users into loyal ones. • Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster. • Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, not just finding workarounds but partnering with Engineering to get to the root cause and drive real fixes. • Document and reproduce customer-reported bugs with enough detail that the right people can act on them quickly. • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration. • API & Technical Expertise • Get hands-on with customers who are building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence, from authentication and pagination to rate limiting, error handling, and webhooks. • Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices. • Support customers with the Embedded API, covering source creation, connector template management, and widget token authentication. • Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows. • Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely. • Cross-Functional Collaboration • Be the voice of the customer inside Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and make sure customer pain points actually influence the roadmap. • Partner with the Agentic Data Platform team to relay platform-specific feedback, connector gaps, and SDK usability issues before they become bigger problems. • Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers. • Knowledge & Process Improvement • Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation to support scalability. • Document research and troubleshooting processes to aid in faster ticket resolution and team knowledge-sharing. • Identify opportunities for automation and process improvements with AI that reduce support load and improve the customer experience. • Spearhead initiatives to fill organizational or support gaps and take ownership of unique projects.
Benefits
• $78K – $105K • Offers Equity • The actual base salary within the stated range will be based on a combination of factors such as an individual's skills, experience level, location, and other relevant job-related considerations. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • This includes current or future sponsorship for H-1B, OPT or STEM OPT, L-1, O-1, TN, E-3, F-1, J-1, H-4 EAD, or any other visas. • In the last week, how have you leveraged AI in your personal life? • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran