Software Support Engineer

Opportunity

As a Software 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.

What You’ll Do

• 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.

What You’ll Need

• 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.
• Share our values.

We Provide 

The benefits listed below are for U.S. employees.

• Relocation - should you apply to a San Francisco based role, Airbyte will assist with U.S. relocation to make this a seamless transition and compensate you well.
• Unlimited paid time off - we need you at your best at all times. Our expected minimum time off of 25 PTO days per year lets you schedule your work around your life.
• Parental leave (for new parents) - we offer 16 weeks of paid parental leave for all new parents so you have time to adjust to the new life (and work) schedule introduced by your new bundle of joy.
• 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 employees - including:
  • Blue Shield or Kaiser Medical Insurance 
    • Airbyte covers 100% for both employees and dependents
  • Dental (including child & adult ortho) & Vision Insurance
    • Airbyte covers 100% for both employees and dependents
  • Life and AD&D Insurance
    • Airbyte covers 100% for employees
  • Short-term Disability Insurance 
    • Airbyte covers 100% for employees 
  • Long-term Disability Insurance
    • Airbyte covers 100% for employees
• Healthcare insurance stipend - for those outside the U.S. whose countries do not provide it for free.
• 401k - for U.S. based employees.
• FSA - flexible spending account for U.S. based employees.
• Work visas - all visa requests will be discussed on a case by case basis to determine if we can sponsor.

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.