Technical Support Engineer

About the position

As a Self Managed Support Engineer, you will engage directly with our Enterprise customers across both the Airbyte Cloud enterprise ('Teams') product, and Customers running Airbyte Enterprise on their own infrastructure, either on-premise, or in a public cloud (e.g. AWS,GCP, etc) customers to ensure their success with the Airbyte product. You will act as the user's advocate, working closely with fellow support engineers, as well as product and engineering teams, to ensure critical improvements are prioritized in the roadmap. Your responsibilities will include triaging user issues, finding workarounds, and undertaking automation and engineering projects. Additionally, creating knowledge base articles to reduce the support load and enhance the product will be an essential part of your role.

Responsibilities

• Provide exceptional email and Zoom support to Enterprise customers, including users with development/engineering backgrounds.
• Collaborate with internal and external engineers to identify, replicate, and find workarounds for issues.
• Engage in various engineering tasks, including automation, development, and other projects as needed.
• Document solutions and application behavior to enhance our Knowledge Base for both internal and external use, supporting scalability with growth.
• Act as a liaison between users and the Product and Engineering organizations, ensuring clear and effective communication of feedback.

Requirements

• 3+ yrs of experience as any of the following: Data Engineering, Data Analysts, DevOps or QA Engineers OR 5+ years as Layer 2 Technical Support Engineer, or similar roles supporting developers.
• Proficiency in Kubernetes, Helm, Docker, Python, APIs, SQL, NoSQL, and Database management.
• Familiarity with core networking technologies, such as TCP/IP, DNS, HTTP(S), forward and reverse proxies, and related tooling, e.g. tcpdump, wireshark, charles proxy, fiddler,etc.
• Familiarity with Java, Kotlin, CI/CD pipelines, Github, ELT workflows, data orchestration tools (e.g., Apache Airflow, Dagster), and observability tools (e.g., Datadog, Prometheus, OpenTelemetry) is a plus.
• Experience working closely with Engineering teams and/or Developer customers.
• Proven ability to communicate effectively with Enterprise customers, including documenting and communicating breaking changes.
• Flexibility to adapt to changing technologies and processes.
• Exceptional organizational skills, adept time management, efficient written communications, and the ability to prioritize tasks effectively.
• Growth mindset with a passion for continuous learning and improvement.
• Collaborative team player with excellent communication skills.
• Flexibility to work Tue-Sat or Sun-Thu shifts.

Benefits

• Relocation assistance for U.S. based roles.
• Unlimited paid time off with a minimum of 25 PTO days per year.
• 16 weeks of paid parental leave for all new parents.
• Sponsored travel for annual company-wide retreats and team offsites.
• Open book policy for professional development books.
• Continuous learning/training policy for conferences and training programs.
• Blue Shield or Kaiser Medical Insurance, covering 100% for employees and dependents.
• Dental and Vision Insurance, covering 100% for employees and dependents.
• Life and AD&D Insurance, covering 100% for employees.
• Short-term and Long-term Disability Insurance, covering 100% for employees.
• Healthcare insurance stipend for those outside the U.S.
• 401k for U.S. based employees.
• Flexible spending account (FSA) for U.S. based employees.
• Work visa sponsorship for H1B transfers, TN visas, and green cards.