Technical Support Manager, Enterprise

Opportunity

We’re seeking a highly motivated and experienced Technical Support Manager to lead our enterprise support function. In this role, you'll manage and grow a team of technical support engineers, develop and scale support processes, and work cross-functionally to deliver a world-class experience for Airbyte’s largest and most strategic customers.

This role is ideal for someone who thrives in a fast-paced, product-led startup and enjoys solving complex technical problems while enabling others to succeed.

What You’ll Do

• Build, lead, and scale a 24x7 global technical support team, ensuring high availability and responsiveness for enterprise clients around the clock.
• Lead and mentor a team of enterprise technical support engineers, creating an environment of accountability, growth, and customer obsession.
• Own the enterprise support experience: develop and implement internal and external support SLAs, escalation protocols, and reporting frameworks.
• Act as a technical and strategic partner to key enterprise customers, helping resolve escalations and provide proactive guidance.
• Collaborate closely with Product, Engineering, and Customer Success to surface customer feedback, resolve issues quickly, and improve customer relationships.
• Build tooling and internal processes to increase support efficiency, quality, and scalability.
• Proactively identify process gaps, collaborate on solutions, develop a project plan, delegate effectively, and ensure successful execution and delivery.
• Establish and monitor support KPIs (e.g. CSAT, time to resolution, backlog health) and drive continuous improvement.
• Contribute to the knowledge base, support documentation, and technical resources to build  leverage by empowering customers and internal teams.
  
  

What You’ll Need

• 3–5 years of people management experience in technical support or a similar customer-facing engineering role.
• Proven ability to build and lead global support teams, including direct experience managing or coordinating 24x7 operations (e.g., on-call rotations, follow-the-sun coverage).
• Track record of implementing and improving support processes, SLAs, and escalation protocols in a high-growth or high-availability environment.
• Strong leadership, mentoring, and team-building skills, with a focus on performance management and career development.
• Experience collaborating cross-functionally with engineering, product, and customer success teams to drive issue resolution and customer satisfaction.
• Experience with Zendesk administration, Jira, and Salesforce.
• Familiarity with scripting languages like Python or Bash, working knowledge of SQL, and experience interacting with a variety of APIs.
• Functional understanding of data integration tools, cloud platforms (AWS/GCP), and modern DevOps tooling (e.g. Docker, Kubernetes, Terraform) 
• Excellent communication and interpersonal skills - comfortable interfacing with both technical and non-technical stakeholders.
  
  

Nice to Have

• Previous experience supporting an open-source or developer-focused product.
• Familiarity with Airbyte or similar data movement platforms.
• Ability to build dashboards in data observability tools (e.g., Metabase, Zendesk Explore)
• Experience building a technical support function from the ground up.
• Familiarity with CI/CD pipelines, GitHub workflows, data orchestration tools (e.g., Apache Airflow, Dagster) and observability platforms (e.g., Datadog, Prometheus, OpenTelemetry)

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.