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+ years of people management experience; proven ability to build and lead technical support engineering, maintenance engineering, or a similar forward deployed engineering team
• Track record of system building for balancing maintenance and customer requests in a high-growth environment
• Strong leadership, mentoring, and team-building skills, with a focus on performance management
• Experience collaborating cross-functionally with engineering, product, and sales teams to drive issue resolution and customer satisfaction
• 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)

Desirable

• We’re seeking a highly motivated and experienced Support Engineering Manager to lead our connector support function
• In this role, you'll manage and grow a team of technical support developers, develop and scale support processes, and work cross-functionally to deliver a world-class experience for Airbyte’s customers
• This team owns Airbyte's portfolio of API connectors
• It is responsible for using our Connector Builder to build new connectors upon request for prospects
• It also owns monitoring and maintaining the existing connectors
• As the leader of this team you will build the system that allows us to efficiently maintain and expand a high quality connector catalog
• Build, lead, and scale support engineering team
• Lead and mentor a team of technical support developers, creating an environment of accountability, growth, and customer obsession
• Act as a technical and strategic partner to key enterprise customers, helping resolve escalations and provide proactive guidance
• Collaborate closely with Product, Engineering, and Sales 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 maintenance KPIs (e.g. time to resolution, number of green connectors, 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