Technical Support Engineer at Airbyte

Job description

About Airbyte: We’re on a mission to make data available and actionable to everyone, everywhere. With 700+ connectors, our platform powers analytics and gives AI agents the business context they need to do real work. More than 25,000 companies, including 20% of the Fortune 500, rely on Airbyte to put their data to work. We’re built on open source because we believe companies should have full control over their data. A community of 27K members helps shape what we build, and we’re backed by $181M from investors including Benchmark, Accel, Altimeter, Coatue, and Y Combinator. Models keep getting better. What holds AI back is the data informing and shaping its decisions, and that's the layer we're building. We’re just getting started. If you’re excited by big challenges, meaningful ownership, and the chance to help build what’s next, we’d love to meet you. The Role: Do you get excited when a gnarly API issue finally clicks into place? Do you love being the person customers can count on when things get complicated? As a Technical Support Engineer at Airbyte, you'll bring together deep technical expertise and genuine customer empathy to support our growing cloud and embedded integration platform. You won't just be closing tickets, you'll be influencing how our product evolves by championing the customer voice with our engineering and product teams every day. What You’ll Do: Customer Support & Troubleshooting • Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with the kind of clarity and care that turns frustrated users into loyal ones. • Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster. • Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, not just finding workarounds but partnering with Engineering to get to the root cause and drive real fixes. • Document and reproduce customer-reported bugs with enough detail that the right people can act on them quickly. • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration. API & Technical Expertise • Get hands-on with customers who are building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence, from authentication and pagination to rate limiting, error handling, and webhooks. • Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices. • Support customers with the Embedded API and Airbyte MCP, covering source creation, connector template management, and widget token authentication. • Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows. • Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely. Cross-Functional Collaboration • Be the voice of the customer inside Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and make sure customer pain points actually influence the roadmap. • Partner with the Engineering teams to relay platform-specific feedback, connector gaps, and SDK usability issues before they become bigger problems. • Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers. Knowledge & Process Improvement • Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation to support scalability. • Document research and troubleshooting processes to aid in faster ticket resolution and team knowledge-sharing. • Identify opportunities for automation and process improve