Technical Support Specialist

Summary

Join Airtable's Enterprise Technical Support Team as an Enterprise Technical Support Specialist and become a trusted technical expert for our enterprise customers. You will provide expert troubleshooting and guidance on technical issues, deliver a world-class customer experience, and collaborate with cross-functional teams. Your responsibilities include accurately documenting customer interactions, contributing to the knowledge base, and staying ahead of new features. This role requires experience with Airtable and enterprise-focused technical support, excellent communication skills, and strong analytical abilities. The position follows U.S. Eastern Time business hours, with potential shift variations. Compensation includes a base salary range of $65,000-$85,500 USD, benefits, restricted stock units, and potential incentive compensation.

Requirements

• You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business
• You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success
• You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences
• You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions
• You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn
• You have a strong, self-driven desire to exceed expectations and continuously improve your performance
• You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology

Responsibilities

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls)
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner
• Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes
• For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements
• Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions
• Stay ahead of new features and product updates
• You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes

Preferred Qualifications

A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus

Benefits

• Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation
• For all work locations (including remote), the base salary range for this role is: $65,000 — $85,500 USD