Manager, Technical Support

Summary

Join Airtable as a Manager of Technical Support, leading a high-performing team in resolving complex customer issues. You will drive team operations, coach specialists, and improve workflows. This hands-on role requires deep product knowledge and cross-functional collaboration to address systemic issues and enhance customer outcomes. You will champion AI-powered workflows and identify process inefficiencies. The role reports to the Senior Manager, Technical Support, contributing to the global support function's maturity and scalability. The ideal candidate possesses 5–7 years of experience in technical or customer support, including 2+ years of people management, and a strong understanding of support operations.

Requirements

• You have 5–7 years of experience in technical or customer support, including 2+ years of people management
• You’re a hands-on leader who thrives in complexity and leads with curiosity, rigor, and clarity
• You’ve supported technically complex products and are comfortable diving into product behavior, API workflows, or advanced configuration scenarios
• You understand the mechanics of strong support operations—SLAs, escalation paths, tooling, and team metrics
• You’re skilled at coaching others and enjoy developing technical depth within your team
• You’re an effective communicator who can distill ambiguity into actionable plans and guidance
• You care deeply about delivering high-quality customer experiences and building a team culture that values impact, learning, and accountability
• You have an understanding of and interest in how AI can be leveraged across support workflows—both personally and at scale—to improve internal efficiency and deliver faster, more impactful customer experiences

Responsibilities

• Manage and develop a team of Technical Support Specialists resolving advanced cases across multiple customer segments and product areas
• Guide resolution strategies for complex issues, acting as an escalation point and ensuring clarity and quality in technical communication
• Build deep product knowledge and coach your team toward the same—reviewing cases, sharing insights, and reinforcing best practices
• Monitor performance through SLAs, CSAT, QA, and other operational metrics, and use that data to drive continuous improvement
• Partner with Engineering, Product, and Customer Success teams to surface trends, close feedback loops, and improve internal processes
• Champion and implement AI-powered workflows to enhance team efficiency and deliver faster, more consistent customer outcomes
• Identify workflow gaps or inefficiencies and propose scalable solutions across tooling, process, or documentation
• Contribute to a team culture grounded in ownership, technical excellence, and customer impact

Benefits

Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation