Elite Enterprise Technical Support Specialist

The Enterprise Customer Support Team works closely with many innovative and impressive customer accounts to unlock their business objectives and ultimately realize the value of using Airtable. 

As a Senior Enterprise Technical Support Specialist (Sr. ETSS) on our Dedicated Support team, you will serve as a trusted first point of contact for technical product questions and troubleshooting for select customers. You will spend the majority of your time in customer-facing scenarios providing real-time (e.g., email, screen-shares, Slack, and possibly phone!) and best-in-class support to ensure customer satisfaction. You will develop direct relationships with our business partners and Customer Success Managers.

An ideal candidate has strong analytical and problem-solving skills and technical aptitude, and strives to articulate complex workflows simply and clearly. They will enjoy working independently and in partnership, are comfortable navigating ambiguity and managing expectations, and can quickly master new technologies and technical concepts. 

Candidates must be able to work Monday to Friday in the US on an EST schedule and should be open to occasional changes in their hours. For instance, to provide backup to a peer or to support a customer through a major product launch or workflow change occurring off-hours. Remote work while traveling out of the US in this role may be limited due to customer contracts.

• Support a portfolio of assigned accounts and customers in troubleshooting technical issues related to Airtable and various enterprise systems
• Educate customers on Airtable products and programs to enable best business practices
• Identify customer needs and quickly develop solutions
• Partner closely with cross-functional teams to escalate and resolve customer needs
• Support Customer Success and Engineering partners as they work to drive the account's growth
• Document and continuously improve best practices, resources, and SOPs

• A love for Airtable and past experience with the product (personal or professional!)
• Hands-on technical experience with Airtable Automations, Linked Records, Interfaces, and Views
• Proficient in at least one high-level programming language such as Javascript, Python, or Java
• Previous experience troubleshooting Single sign-on (SSO) authentication methods like Okta, Google, ADFS, Azure, or OneLogin
• Technical expertise in areas like writing formulas, relational databases, and REST APIs
• Passion and at least 3 years of work experience in delivering high-quality, personal, customer support or professional services
• An ability to consistently deliver, provide feedback on, and hold yourself accountable to support targets… and a proven ability to do so across multiple accounts simultaneously
• Strong written & verbal communication and presentation skills; extraordinary listening skills
• The ability to establish credibility with key decision-makers and business influencers
• Demonstrated resilience, creativity, and analytical thinking in problem-solving
• A teaching and learning mindset. You dig in to learn the “why” behind the “what.” You thrive in technically complex or nuanced situations and love empowering others through them!
• Experience working with enterprise technology (e.g. Salesforce, Confluence, Gsuite, Jira, Zendesk)

The compensation awarded to successful candidates will vary based on their location, relevant skills and experience. For Colorado based roles, the base salary range for this role is $88,828 - $109,618. The total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

VEVRAA-Federal Contractor

If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our Accommodations Request Form and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants.

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