Technical Support Manager (Layer 3)

Opportunity

We’re seeking a highly motivated and experienced Layer 3 Technical Support Manager to lead our connector support function. In this role, you'll manage and grow a team of technical support developers, develop and scale support processes, and work cross-functionally to deliver a world-class experience for Airbyte’s customers.

This team owns Airbyte's portfolio of API connectors. It is responsible for using our Connector Builder to build new connectors upon request for prospects. It also owns monitoring and maintaining the existing connectors. As the leader of this team you will build the system that allows us to efficiently maintain and expand a high quality connector catalog.

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 our support engineering team.
• Lead and mentor a team of technical support developers, creating an environment of accountability, growth, and customer obsession.
• Act as a technical and strategic partner to key enterprise customers, helping resolve escalations and provide proactive guidance.
• Collaborate closely with Product, Engineering, and Sales 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 maintenance KPIs (e.g. time to resolution, number of green connectors, 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+ years of people management experience; proven ability to build and lead technical support engineering, maintenance engineering, or a similar forward deployed engineering team.
• Track record of system building for balancing maintenance and customer requests in a high-growth environment.
• Strong leadership, mentoring, and team-building skills, with a focus on performance management.
• Experience collaborating cross-functionally with engineering, product, and sales teams to drive issue resolution and customer satisfaction.
• 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)

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).

Location

• San Francisco. Onsite 3x/week.

Salary

• $150,000 - $170,000 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.
• 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.