Airtable

Manager, Technical Support

New York, New York, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Software, BiotechnologyIndustries

Requirements

Candidates should have 5-7 years of experience in technical or customer support, including 2+ years of people management. They must be hands-on leaders comfortable with technically complex products, API workflows, and advanced configuration scenarios. Strong understanding of support operations mechanics, including SLAs, escalation paths, tooling, and team metrics, is essential. Excellent coaching, communication, and problem-solving skills are required, along with a deep commitment to customer experience and team culture. Familiarity with AI in support workflows is also a plus.

Responsibilities

The Manager of Technical Support will lead a team resolving complex customer cases, guide resolution strategies, and act as an escalation point. They will develop deep product knowledge, coach team members on best practices, and monitor performance using operational metrics to drive improvements. This role involves partnering with cross-functional teams like Engineering and Product to address systemic issues and improve processes. Responsibilities also include championing AI-powered workflows, identifying and implementing solutions for workflow inefficiencies, and fostering a team culture of ownership, technical excellence, and customer impact.

Skills

Technical Support
Team Management
Customer Support
Problem Solving
Product Knowledge
Workflow Improvement
AI
Customer Success
Engineering
Product Management

Airtable

SaaS platform for workflow and data management

About Airtable

Airtable offers a platform that merges spreadsheet and database functionalities, allowing users to manage workflows and data without advanced technical skills. The platform is adaptable for various uses, such as project management and customer relationship management, and enables users to visualize data in multiple formats. Operating on a subscription-based model, Airtable provides different pricing tiers to cater to a wide range of clients, from individuals to large organizations. The company's goal is to empower users to effectively manage their data and workflows, making software creation accessible to everyone.

San Francisco, CaliforniaHeadquarters
2012Year Founded
$1,315.7MTotal Funding
SERIES_FCompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees

Benefits

We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%)
High deductible health plan available with health savings account contribution
Complimentary One Medical membership for individuals and dependents
Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
Complimentary mental health support via Modern Health Family planning support (fertility, adoption, and surrogacy)
Flexible and generous time off and sick time benefits
16 weeks of parental leave
Annual Learning & Development wallet to support your career development
Emergency backup care for dependents
Access to financial planning and legal support

Risks

Competition from Notion and Coda threatens Airtable's market share.
AI advancements by competitors may outpace Airtable's innovations.
Reliance on third-party integrations poses potential strategic risks.

Differentiation

Airtable combines spreadsheet and database functionalities for custom app creation.
The platform offers a no-code solution, appealing to non-technical users.
Airtable's tiered pricing caters to a wide range of users and businesses.

Upsides

Growing demand for no-code platforms boosts Airtable's market potential.
Recent AI platform launch aligns with trends in AI-driven project management.
Airtable's integration with IBM enhances its collaborative tool offerings.

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