Technical Support Engineer

1 Day ago • 5 Years + • $100,000 PA - $120,000 PA

Job Summary

Job Description

As a Self Managed Support Engineer, you will engage directly with Enterprise customers. Your responsibilities include triaging user issues, finding workarounds, and undertaking automation and engineering projects. Creating knowledge base articles to reduce the support load and enhance the product will be essential. You will provide support, collaborate with engineers, document solutions, and act as a liaison between users and product/engineering teams.
Must have:
  • 5+ years as Layer 2 Technical Support Engineer or similar.
  • Proficiency in Kubernetes, Docker, and containerized environments.
  • Proficiency in Python, APIs, SQL, NoSQL, and database management.
  • Familiarity with networking technologies like TCP/IP, DNS, and HTTP(S).
  • Ability to communicate effectively with Enterprise customers.
Good to have:
  • Familiarity with Java, Kotlin, CI/CD pipelines, and Github.
  • Experience with ELT workflows and data orchestration tools.
  • Experience with observability tools like Datadog and Prometheus.
Perks:
  • Relocation assistance for San Francisco based roles.
  • Unlimited paid time off.
  • Parental leave for new parents.
  • Sponsored travel for company retreats and team offsites.
  • Open book policy for professional development books.
  • Continuous learning/training programs sponsorship.
  • Comprehensive medical, dental, vision, life, and disability insurance.
  • Healthcare insurance stipend for non-U.S. employees.
  • 401k for U.S. based employees.
  • FSA for U.S. based employees.
  • Work visa sponsorship.

Job Details

Airbyte is the open-source standard for Data Movement. We enable data teams to move data from applications, APIs, unstructured sources, and databases to data warehouses, lakes, AI applications and LLMs. With our approach we are finally solving the need for extensibility and control that every company needs with data.
 
So far, our customers, users, and ourselves have built over 15,000 connectors and have had 200,000+ companies install Airbyte. We've raised $181M from the world's top investors (Benchmark, Accel, Altimeter, Coatue, Y Combinator, etc.) and we believe in product-led growth, where we build something awesome that all our users love.
 
We’re committed to providing as much context to our current employees and candidates. The Airbyte company handbook is open to all.
 
If you find this role exciting, we encourage you to apply even if you think you don’t meet all requirements

Opportunity

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). 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

  • 5+ years as Layer 2 Technical Support Engineer, or similar roles supporting developers.
    • Or 3+ yrs of experience as any of the following: Data Engineering, Data Analyst, DevOps or QA Engineer
  • Proficiency in Kubernetes, Docker, and containerized environments/applications 
  • Proficiency in 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.

Location

  • San Francisco. Onsite 3x/week.

Salary

  • $100,000 - $120,000 base salary + a generous equity package, and benefits listed below for the U.S. market. 

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.
  • Sponsored travel - Airbyte has a partially distributed team and we recognize the value of in-person time. We sponsor annual company-wide retreats, team offsites, and Travel With Purpose in-between to allow you to collaborate with your team in person on a regular basis.
  • 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 - we currently sponsor H1B transfers, TN visas, and green cards. All other 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.

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