Remote Technical Support Engineer

Summary

Join Airbyte, the open-source standard for EL(T), as a Layer 2 Self Managed Support Engineer and engage directly with customers to ensure their success with the Airbyte product. As a user's advocate, you will work closely with fellow support engineers, product, and engineering teams to prioritize critical improvements in the roadmap. Your responsibilities will include triaging user issues, finding workarounds, undertaking automation and engineering projects, creating knowledge base articles, and acting as a liaison between users and Product and Engineering organizations.

Requirements

• 1+ yrs of experience as any of the following: Data Engineering, Data Analysts, DevOps or QA Engineers OR 2+ years as Layer 2 Technical Support Engineer, or similar roles supporting developers
• Proficiency in Github, Kubernetes, Python, and troubleshooting / stack trace interpretation
• Familiarity with CI/CD pipelines, Docker, Helm, APIs, SQL, NoSQL, database concepts, data orchestration tools (e.g., Apache Airflow, Dagster), and observability tools (e.g., Datadog, Prometheus, OpenTelemetry) is a plus
• Experience working closely with Engineering teams and/or Developer customers
• Proven ability to communicate effectively with Enterprise customers, including documenting and communicating breaking changes
• Flexibility to adapt to changing technologies and processes
• Exceptional organizational skills, adept time management, and the ability to prioritize tasks effectively
• Growth mindset with a passion for continuous learning and improvement
• Collaborative team player with excellent communication skills

Responsibilities

• Provide exceptional email and Zoom support to open-source Enterprise customers
• Collaborate with internal and external engineers to identify, replicate, and find workarounds for issues
• Engage in various engineering tasks, including automation, development, and other projects as needed
• Document solutions and application behavior to enhance our Knowledge Base for both internal and external use, supporting scalability with growth
• Act as a liaison between users and the Product and Engineering organizations, ensuring clear and effective communication of feedback

Benefits

• 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
• Sponsored Travel - Airbyte has a partially distributed team and we recognize the value of in-person time. We sponsor annual company-wide retreats, team offsites, and Travel With Purpose in between to allow you to collaborate with your team in person on a regular basis
• 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