[Hiring] Technical Support Engineer @Airbyte

Role Description

As a Technical Support Engineer at Airbyte, you'll bring together deep technical expertise and genuine customer empathy to support our growing cloud and embedded integration platform. You won't just be closing tickets; you'll be influencing how our product evolves by championing the customer voice with our engineering and product teams every day.

What You’ll Do:

• Customer Support & Troubleshooting:
  • Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with clarity and care.
  • Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools.
  • Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, partnering with Engineering to drive real fixes.
  • Document and reproduce customer-reported bugs with enough detail for quick action.
  • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows and connector configuration.
• API & Technical Expertise:
  • Get hands-on with customers building and debugging integrations, helping them navigate the Airbyte API and third-party APIs.
  • 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 and widget token authentication.
  • Help customers building on the Airbyte Connector SDK with YAML-based connector definitions and testing workflows.
  • Stay sharp on Airbyte's API surface, new connector releases, and platform updates.
• Cross-Functional Collaboration:
  • Be the voice of the customer inside Airbyte, working closely with Engineering and Product.
  • Partner with the Agentic Data Platform team to relay platform-specific feedback.
  • Partner with Sales and Customer Success for technical conversations and onboarding.
• Knowledge & Process Improvement:
  • Create and maintain internal and external knowledge base articles and API documentation.
  • Document research and troubleshooting processes for faster ticket resolution.
  • Identify opportunities for automation and process improvements with AI.
  • Spearhead initiatives to fill organizational or support gaps.

Qualifications

• 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 and clear communication with both technical and non-technical stakeholders.
• High tolerance for ambiguity and a natural self-starter.
• Flexibility to work Sun-Thu, Mon-Fri, or Tue-Sat shifts.

Nice To Have

• Familiarity with Python, Java, or Kotlin and experience with CI/CD pipelines and GitHub.
• Experience with container orchestration tools like Kubernetes or Docker.
• Background supporting developer-facing or embedded/platform products in a B2B SaaS context.
• Familiarity with OpenAPI specs, YAML configuration, and Jinja expressions.
• Experience with SQL and working knowledge of databases, including CDC setups.

Location

• Remote (PST)