Airtable is looking to empower their developer community and enterprise customers by resolving technically complex cases, improving support tooling and documentation, and driving customer experience and developer productivity.
Requirements
- 3+ years in developer or technical support roles with deep experience in APIs, integrations, SAML/SSO, and SCIM
- Strong JavaScript and scripting skills for troubleshooting and solutioning
- Proven track record supporting large-scale SaaS platforms and troubleshooting complex enterprise workflows
- Demonstrated ability to diagnose ambiguous issues and propose scalable solutions
- Familiarity with Python, TypeScript, or SQL for debugging and data analysis
- Experience building internal scripts, bots, or tools to automate and streamline support workflows
- Comfort using AI-assisted troubleshooting, summarization, or knowledge generation tools
Responsibilities
- Resolve technically complex developer support cases related to APIs, integrations, and enterprise configurations, consistently meeting or exceeding 35 case solves per week
- Deliver clear, actionable, and empathetic guidance to achieve and sustain a 4.7+ CSAT score on developer-level support cases
- Act as a technical escalation point for teammates and collaborate cross-functionally with Product and Engineering
- Lead or contribute to 1-2 key initiatives to enhance debugging tools, automate case triage, and improve API/SSO/SCIM logging observability
- Identify and drive improvements to support processes, documentation, and internal tooling
- Troubleshoot and resolve issues involving REST APIs, OAuth, SAML/SSO, SCIM, and enterprise SaaS workflows (provisioning, permissions, governance, security)
- Communicate complex technical concepts clearly to both technical and non-technical audiences
Other
- Clear, empathetic communicator with a history of high CSAT and customer focus
- Experienced in partnering with Product/Engineering and managing technical escalations
- Proven ability to lead cross-functional initiatives that improve support operations or influence product direction
- Ability to work in a remote setting
- Commitment to diversity, equity, and inclusion
