Enterprise Technical Support Specialist

The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. We work closely with an exciting range of customers to solve complex business challenges and ensure they achieve their goals while seamlessly navigating Airtable’s features and capabilities.

As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities.

This role will follow U.S. Eastern Time business hours, though shifts may vary based on the evolving needs of the business.

What you'll do

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). 
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
• For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. 
• Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions. 
• Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

Who you are

• You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
• You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
• You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
• You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
• You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
• You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
• You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

#Remote-LI