About This Role
As a Technical Support Engineer at Airbyte, you will combine deep technical expertise with genuine customer empathy to support our growing cloud and embedded integration platform. You will not only resolve issues but also influence product evolution by advocating for the customer voice with our engineering and product teams.
Responsibilities
- Respond to customer inquiries via email, ticketing systems, and video calls with clarity and care to turn 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.
- Investigate complex issues across APIs, connectors, data pipelines, and SaaS integrations, partnering with Engineering to identify root causes and implement real fixes.
- Document and reproduce customer-reported bugs with sufficient detail for quick action by the appropriate teams.
- Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration.
- Assist customers in building and debugging integrations, guiding them through the Airbyte API and third-party APIs, including authentication, pagination, rate limiting, error handling, and webhooks.
- Test and validate API endpoints, review request/response payloads, and provide guidance on integration best practices.
- Support customers with the Embedded API and Airbyte MCP, covering source creation, connector template management, and widget token authentication.
- Help customers using the Airbyte Connector SDK with YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows.
- Stay updated on Airbyte's API surface, new connector releases, and platform updates to ensure accurate and timely guidance.
- Collaborate with Engineering and Product teams to surface issues, advocate for feature requests, and ensure customer pain points influence the roadmap.
- Partner with Sales and Customer Success for technical discussions, onboarding, and expansion efforts, providing product depth to help close and retain customers.
Requirements
- Strong technical background with experience in API support and troubleshooting.
- Excellent communication skills, with the ability to convey complex technical concepts clearly to customers.
- Experience with SaaS integrations and data pipelines.
- Familiarity with OAuth, API authentication, and connector configurations.
- Ability to work collaboratively across teams and advocate for customer needs.
Nice to have:
- Experience with Airbyte or similar data integration platforms.
- Knowledge of YAML, OpenAPI specs, and testing workflows.
