Technical Support Manager, Airbyte

• 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

• 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