Director of Technical Support

Airbyte is the open-source standard for EL(T). We enable data teams to replicate data from applications, APIs, and databases to data warehouses, lakes, and other destinations. We believe only an open-source approach can solve the problem of data integration, as it enables us to cover the long tail of integrations while enabling teams to adapt pre-built connectors to their needs.   So far, we've built over 350 connectors and have had 35,000+ companies replicating data with us. We've raised $181M from some of the world's top investors (Benchmark, Accel, Altimeter, Coatue, Y Combinator, etc.) and believe in product-led growth, where we build something awesome and let our product bring the users, rather than an outbound sales engine with cold calls.   Airbyte is remote friendly, with most of the team still based in Silicon Valley. We’re fully transparent as a company. Our company handbook, core values, methodology, strategy and roadmap are open to all.   If you find this role exciting, we encourage you to apply even if you think you don’t meet all requirements.  

Opportunity

The Director of Technical Support will work closely with product, engineering and sales leadership, as well as company co-founders, and will be responsible for developing and executing the customer experience strategy and tactics for all of Airbyte’s products. The goal is to yield a high level of customer satisfaction across the multiple customer segments we serve, and to preserve the ability of the Airbyte Engineering team to execute the product roadmap with minimal disruption. The Airbyte products are highly technical in nature, and providing this delightful customer experience requires a highly technical support team. 

What You'll Do

• Develop and achieve technical support objectives and goals to support the organizational vision to define new customer satisfaction standards in the data integration industry.
• Define and ensure targeted service and performance standards are achieved or exceeded.
• Execute tactical plans and initiatives that exceed customer expectations via in-app chat and email, resulting in higher customer satisfaction, lower attrition and higher productivity.
• Establish and manage communication channels within and among departments—being the liaison to provide customer feedback to the product and engineering team.
• Build, train and nurture the technical support team. Provide mentorship, management and support to their rapidly growing team.
• Design an organization structure with appropriate escalation paths, and hire top talent support teammates.
• Collaborate with leaders across the organization to continuously improve the support offerings and organization. 
• Collaborate with senior management to develop and manage to KPIs.

What You'll Need

• 8+ years of relevant experience, with at least 5 years in management
• Strong technical background to understand technical issues.
• Previous experience with process improvement.
• Ability for multitasking and escalation of critical issues.
• Ability to foster teamwork and a collaborative culture.
• Cross functional leadership experience.
• Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels.
• Dynamic, energetic, motivated, positive outlook with the ability to multitask and prioritize responsibilities.
• Familiarity with data engineering is a plus.
• You share our values

Location

• San Francisco Bay Area. Hybrid, twice per week in office.

We provide

• Relocation - should you be applying 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 both 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)