Enterprise Technical Support Specialist - Airtable

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

As an Enterprise Technical Support Specialist at Airtable, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities. This role will follow U.S. Eastern Time business hours, though shifts may vary based on the evolving needs of the business.

Requirements

• Experience with Airtable, whether personally or professionally.
• Experience in an enterprise-focused technical support role, particularly within a B2B tech environment.
• Excellent written and verbal communication skills, with the ability to tailor messages to diverse audiences.
• Strong analytical skills and technical aptitude for problem-solving.
• A curious and proactive attitude, with a desire to continuously learn and delve into technical issues.

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.
• Relay valuable feedback to product and engineering teams to improve the platform and support processes.
• Escalate complex issues to senior technical teams or relevant stakeholders, ensuring a smooth transition and swift resolution.
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to 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, educating customers on best practices and helping them optimize their workflows.

Company Information

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.