[Hiring] Technical Support Specialist @Airtable

Role Description

The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities.

• 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.
• Relay valuable feedback to product and engineering teams to improve our platform and support processes.
• Know when to escalate complex issues 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; educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

Qualifications

• Experience with Airtable, whether personally or professionally.
• Experience in an enterprise-focused technical support role, especially within a B2B tech environment.
• Excellent written and verbal communication skills, with the ability to tailor messages to a wide variety of audiences.
• Strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
• Natural curiosity and a desire to dive deep into technical issues and continuously learn.
• Self-driven desire to exceed expectations and continuously improve performance.
• Experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology.
• Solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.

Benefits

• NHS coverage with supplemental insurance 100% covered (and dependents covered at 85%).
• Competitive pension scheme, life insurance, paid leave, and sick leave.
• Complimentary mental health support via Modern Health.
• Family planning support via Carrot (fertility, adoption, and surrogacy).
• Flexible and generous time off and sick time benefits.
• Transportation & Commuter Benefits.
• Monthly “Lifestyle Wallet” for benefits like personal fitness, pet care, nutrition coaching, and more.
• Supplemental reimbursement for Gender Affirmation procedures and services.
• Access to online tools for legal forms.

Company Description

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.