Technical Cloud Support
REMOTE: PST, EMEA, or APAC working hours
Airbyte is the upcoming open-source standard for EL(T). We enable data teams to replicate data from applications, APIs, and databases to data warehouses, lakes, and other destinations. We believe only an open-source approach can solve the problem of data integration, as it enables us to cover the long tail of integrations while enabling teams to adapt pre-built connectors to their needs.
We're backed by some of the world's top investors (Benchmark, Accel, YCombinator, etc.) and believe in product-led growth, where we build something awesome and let our product bring the users, rather than an outbound sales engine with cold calls.
Airbyte is remote friendly, with most of the team still based in Silicon Valley. We’re fully transparent as a company. Our company handbook, culture & values, strategy and roadmap are open to all.
The Opportunity
As an early Technical Cloud Support team member, you will have a big impact on the success and growth of the technical cloud support team. You will work alongside our Technical Cloud support teammates as well as with our engineering, product, sales, and user support teams to ensure we are providing world-class technical support.
What You’ll Do
- Support and maintain customers who have implemented Airbyte Cloud via live chat, email, and video conference.
- Triage, escalate, and resolve customer issues in a professional and timely fashion
- Work with API’s, databases, cloud infrastructure, and SaaS tools to troubleshoot customer issues.
- Independently and collaboratively problem solve technical issues by thinking out of the box and using your technical knowledge to test and work with customers to resolve issues.
- Assist in maintaining internal and external documentation
- Assist and support our sales teammates in their efforts to grow and expand our customer base
- Collaborate with internal teams to ensure the customer voice is being heard
- Always look at ways to improve the customer experience
- Spearhead initiatives to fill organizational/support gaps and take on/own unique projects
What You’ll Need
- 2+ years of customer service or technical support experience
- Good technical background to understand technical issues.
- Ability for multitasking and escalation of critical issues
- Ability to foster teamwork and work in a collaborative culture
- Ability to think creatively and out of the box to solve problems
- Dynamic, energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.
- Familiarity with data engineering is a plus.
- Familiarity with Intercom, Salesforce, and Github would be a bonus
- You share our values.
We Provide
- Fully remote flexible work environment - we don’t look at when you log in, log out or how much time you work. We look at your output and we trust you; it’s the only way remote can actually work.
- Unlimited vacation policy- we need you at your best at all times. Our expected minimum time off lets you schedule your work around your life.
- Co-working space - most of our team enjoyed the WFH life but if you prefer to work from a co-working space, we will cover the full monthly cost.
- Parental leave (for both parents) - so you have time to adjust to the new life (and work) schedule introduced by your new bundle of joy.
- Travel With Purpose - we are a fully distributed, 100% remote-friendly team, however, we recognize the value of in-person time. We will pay for round-trip flights, hotel, transportation, and food on weekdays for you to visit our headquarters in San Francisco, or other members of your team around the world.
- Open book policy - we will pay for books you purchase for your professional and career development.
- Continuous learning/training policy - we sponsor you for the conferences and training programs you feel would add to your development in the company.
- Competitive benefits package for US-based employees, including:
-Blue Shield or Kaiser Medical Insurance
-Dental & Vision Insurance
-Life and AD&D Insurance
-Long-term Disability Insurance to offer extra peace of mind, especially while we find ourselves in a global pandemic
-Healthcare insurance for those whose countries do not provide it for free.
-Mental Health Support for all team members provided via Spill.
-401k for US-based employees.
-Sponsored visas for employees in need of them.
Airbyte is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity or expression, marital status, familial status, domestic violence victim status, veteran or military status, or any other legally recognized protected basis under federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Airbyte is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.
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