Technical Support Manager, Airbyte

Enterprise

$130-155k

+ Equity

SQL
AWS
Docker
Kubernetes
GCP
Python
Bash
Airflow
Terraform
Salesforce
Prometheus
Metabase
Zendesk
JIRA
Datadog
Senior and Expert level
San Francisco Bay Area

More information about location

3 days a week in office

Airbyte

Open-source data integration platform

Be an early applicant

Airbyte

Open-source data integration platform

101-200 employees

B2BEnterpriseBig dataAnalyticsSaaSAPIData IntegrationCloud Computing

Be an early applicant

$130-155k

+ Equity

SQL
AWS
Docker
Kubernetes
GCP
Python
Bash
Airflow
Terraform
Salesforce
Prometheus
Metabase
Zendesk
JIRA
Datadog
Senior and Expert level
San Francisco Bay Area

More information about location

3 days a week in office

101-200 employees

B2BEnterpriseBig dataAnalyticsSaaSAPIData IntegrationCloud Computing

Company mission

Making data available and actionable to everyone, everywhere.

Role

Who you are

  • This role is ideal for someone who thrives in a fast-paced, product-led startup and enjoys solving complex technical problems while enabling others to succeed
  • 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 24x7 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

Desirable

  • 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)

What the job involves

  • We’re seeking a highly motivated and experienced Technical Support Manager to lead our enterprise support function
  • In this role, you'll manage and grow a team of technical support engineers, develop and scale support processes, and work cross-functionally to deliver a world-class experience for Airbyte’s largest and most strategic customers
  • Build, lead, and scale a 24x7 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

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Insights

Top investors

19% employee growth in 12 months

Company

Company benefits

  • Fully Remote Flexible Work Environment
  • Heath/Dental/Vision/ Life Insurance
  • 401k
  • Short/Long Term Disability
  • Co-Working Space
  • 100% Travel Expenses Covered to Come Visit Headquarters
  • Continuous Learning/Training

Funding (last 2 of 3 rounds)

Dec 2021

$150m

SERIES B

May 2021

$26m

SERIES A

Total funding: $181.2m

Our take

Historically, data teams have had to build and maintain their own data connectors, often having to work around pre-built connectors, as most “long tail” data connectors are not supported by closed-source ELT technologies.

Airbyte’s open-source data integration platform is setting the new standard of moving and consolidating data from different sources to data warehouses, data lakes, or databases, enabling teams to adapt pre-built connectors to fit their unique needs.

Over the last year, more than 9,000 companies have synced data using Airbyte, connecting PostgreSQL, Facebook Ads, Salesforce, Stripe, (and more) to destinations including Snowflake, BigQuery Databricks and Redshift. The company also made a strategic move in acquiring Grouparoo and integrating with Dagster.

The unicorn company has raised significant Series B capital (led by Altimeter Capital and Coatue Management). Since its launch in mid-2020, Airbyte has become the fastest-growing open-source data integration platform, and launched the first open-source Python library for moving data, indicating that it is well set to maintain its growth trend.

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Freddie

Company Specialist at Welcome to the Jungle