Senior Manager, Developer Support Engineering

Summary

Join Airtable's dynamic team as a Senior Manager of Developer Support Engineering! Lead and mentor a team of support engineers, ensuring they have the resources to solve complex technical issues. Oversee high-priority customer escalations, identify recurring problems, and collaborate with product and engineering teams for solutions. Develop and optimize support workflows, fostering a culture of continuous learning and improvement. Use data to track team performance and report on KPIs. Engage directly with customers to ensure positive resolutions. This role requires 5+ years of experience in developer support and 3+ years in a leadership position, along with a deep understanding of APIs and web technologies.

Requirements

• Have 5+ years of experience in developer support, technical customer success, or a similar customer-facing technical role, with at least 3 years in a leadership position
• Have a deep understanding of APIs, web technologies (JSON, SSO, SCIM), and troubleshooting complex technical issues
• Be familiar with programming languages like JavaScript, Python, or others used in web and mobile development
• Genuinely care about helping developers solve problems and be skilled at translating complex technical concepts into clear, actionable solutions
• Have an empathy-driven approach to problem-solving
• Be able to think critically about how to scale support processes, identify common pain points, and collaborate cross-functionally to build better developer experiences
• Enjoy working closely with product, engineering, and other teams to improve documentation, workflows, and feature requests based on customer feedback
• Use data to make informed decisions about team performance, customer issues, and overall support processes
• Have experience using support tools, CRMs, and analytics platforms to track and improve team metrics

Responsibilities

• Lead and manage a team of support engineers, ensuring they have the resources, training, and guidance necessary to solve complex technical issues effectively and efficiently
• Oversee and troubleshoot high-priority customer escalations, providing both technical leadership and hands-on support when needed to resolve critical issues
• Identify recurring technical issues and work with product and engineering teams to address root causes, implement solutions, and improve product stability and user experience
• Develop and optimize support workflows, utilizing automation, tools, and best practices to enhance team productivity and ensure timely resolution of customer inquiries
• Collaborate closely with product and engineering teams to communicate technical challenges, identify opportunities for improvement, and help prioritize product enhancements based on support feedback
• Foster a culture of continuous learning and improvement within the team, offering coaching, mentoring, and career development opportunities to support engineers
• Use data to track team performance and customer trends, regularly reporting on KPIs and providing insights to leadership on how to improve customer satisfaction and operational efficiency
• Engage with customers directly when needed to troubleshoot complex technical issues, provide guidance, and ensure a positive resolution

Benefits

• Opportunity to receive benefits
• Restricted stock units
• Incentive compensation
• Base salary range for work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles: $172,000 — $243,600 USD
• Base salary range for all other work locations (including remote): $154,800 — $219,300 USD