Technical Support Manager, Enterprise

As a Technical Support Manager at Airbyte, you will be responsible for leading and scaling a global technical support team, managing 24x7 operations to ensure support availability for enterprise clients. This includes developing support processes, implementing SLAs, mentoring engineers, and effectively collaborating with product and engineering teams to enhance customer satisfaction and service quality.

To qualify for the Technical Support Manager position at Airbyte, candidates should have 3-5 years of people management experience in technical support or customer-facing engineering roles. A proven track record in building global support teams, experience with tools such as Zendesk and Jira, and familiarity with scripting languages and APIs are also essential.

Continuous improvement in technical support at Airbyte is achieved through setting and monitoring KPIs, implementing customer feedback mechanisms, and proactively identifying process gaps. The Technical Support Manager plays a pivotal role in overseeing these aspects, driving quality and efficiency across support operations.

Airbyte promotes a culture of innovation, accountability, and continuous learning. As a Technical Support Manager, you will have the opportunity to foster team growth, mentor engineers, and engage in collaborative efforts with cross-functional teams, all within a supportive environment that values your professional development.

A Technical Support Manager at Airbyte should be familiar with tools like Zendesk, Jira, and Salesforce, alongside scripting languages such as Python or Bash. A working knowledge of SQL, data integration tools, and cloud platforms like AWS is also advantageous for supporting enterprise clients effectively.

A good answer would detail your past leadership roles, the size of teams you've managed, and specific strategies you employed to enhance team performance and customer satisfaction. Mention any relevant KPIs you tracked to gauge success.

Describe your approach to managing escalations, including communication strategies, problem-solving methodologies, and how you collaborate with teams to resolve issues swiftly while maintaining client trust.

Discuss your experience in identifying inefficiencies, implementing new SLAs, or optimizing workflows. Highlight specific tools or methodologies you've used, such as training sessions or customer feedback loops, to refine processes.

Share a detailed account of a project where you took the initiative to solve a critical issue or develop a new process, including the results achieved and the impact on customer satisfaction or team efficiency.

Talk about strategies you've used for team engagement, including regular check-ins, recognizing achievements, and creating a culture of continuous learning and development. Highlight specific examples of mentorship or training programs.

Emphasize the importance of clear communication and responsiveness in technical support management. Discuss how these elements contribute to customer satisfaction and team effectiveness.

Mention specific KPIs such as Customer Satisfaction Score (CSAT), time to resolution, and ticket backlog health. Explain how you utilize these metrics to drive performance and make informed decisions.

Describe your strategies for collaborating with engineering and product teams. Focus on communication styles, regular meetings, and how you ensure feedback is integrated into support processes.

Discuss potential challenges such as high-pressure situations or evolving client expectations, and outline concrete strategies you would implement to manage these effectively, ensuring customer support remains top-notch.

Articulate your passion for data movement technologies and express excitement for the opportunity to work in a product-led environment like Airbyte. Highlight your alignment with the company’s values and mission, showcasing your enthusiasm for making a significant impact.