Technical Support Engineer

Role Overview

• Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with the kind of clarity and care that turns frustrated users into loyal ones.
• Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster.
• Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, not just finding workarounds but partnering with Engineering to get to the root cause and drive real fixes.
• Document and reproduce customer-reported bugs with enough detail that the right people can act on them quickly.
• Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration.
• Get hands-on with customers who are building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence, from authentication and pagination to rate limiting, error handling, and webhooks.
• Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices.
• Support customers with the Embedded API, covering source creation, connector template management, and widget token authentication.
• Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows.
• Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely.
• Be the voice of the customer inside Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and make sure customer pain points actually influence the roadmap.
• Partner with the Agentic Data Platform team to relay platform-specific feedback, connector gaps, and SDK usability issues before they become bigger problems.
• Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers.
• Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation to support scalability.
• Document research and troubleshooting processes to aid in faster ticket resolution and team knowledge-sharing.
• Identify opportunities for automation and process improvements with AI that reduce support load and improve the customer experience.
• Spearhead initiatives to fill organizational or support gaps and take ownership of unique projects.

Requirements

• 3+ years in technical support, data engineering, DevOps, QA, or a similar role supporting developers or technical users.
• Hands-on experience with RESTful APIs and GraphQL, including OAuth, pagination, webhooks, rate limiting, and error handling.
• Proficiency with API testing tools like Postman or cURL.
• Understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts including ELT/ETL workflows.
• Strong troubleshooting instincts, clear communication with both technical and non-technical stakeholders, and a growth mindset that keeps you improving even when things get hard.
• High tolerance for ambiguity and a natural self-starter.
• Flexibility to work Sun-Thu, Mon-Fri, or Tue-Sat shifts.

Tech Stack

• AWS
• Azure
• Cloud
• ETL
• Google Cloud Platform
• GraphQL

Benefits

• Offers Equity