Developer Support Engineer

July 2, 2024

Job Description

Airtable is looking for a passionate Developer Support Engineer to address our customers’ most critical technical challenges. As a Developer Support Engineer, you play a key role in enhancing the customer experience and contributing to Airtable’s success. We seek someone who enjoys assisting others in utilizing Airtable, whether they are novices or experienced developers creating complex solutions.

In this position, you will primarily communicate with customers via email and phone to help them resolve issues with API integrations, scripting, and other technical problems. You will also provide product feedback, identify usage trends, and report issues internally to guide company decisions. This role demands a love of learning, strong curiosity, and excellent communication skills.

The position can be remote. As part of Airtable’s Support team, you will have fixed shifts to meet the needs of our global customers, and you may need to work outside regular business hours (evenings, weekends, holidays). There may also be travel opportunities.

Responsibilities:

  • Deliver exceptional technical support for Airtable developers with APIs, scripts, SDKs, and technical integrations.
  • Provide outstanding technical support for all Airtable customers by troubleshooting, resolving, and performing root cause analysis.
  • Act as a bridge between our developer community and our engineering and product teams by filing clear bug reports and surfacing feedback.
  • Turn customer and product feedback into actionable product recommendations for Product, Growth, Marketing, and Customer Support initiatives.
  • Develop expertise in Airtable products, learning to model various workflows, from editorial calendars to fire truck inventories.
  • Create knowledge articles for common technical issues and identify areas for improvement in our self-serve documentation and tools.
  • Anticipate customer needs and problems before they arise, developing a deep understanding of customer intuition to help Airtable’s customers achieve their goals.
  • Train and educate internal teams where knowledge gaps exist.

Experience:

  • Proficient in at least one high-level programming language such as JavaScript, Python, or Java.
  • Ability to understand other high-level programming languages as needed.
  • 2-6 years of experience in a customer-facing role handling technical issues.
  • Advanced technical troubleshooting skills and experience with logging tools like OpenSearch.
  • Experience with web services (REST).
  • Experience with IPAAS.
  • Detail-oriented with strong critical thinking and problem-solving abilities.
  • Ability to work independently in ambiguous situations.
  • Strong communication skills to explain complex technical topics clearly and succinctly.

Bonus Points For:

  • Experience in TypeScript, React, or Node.js.
  • Software development experience.
  • Experience with Airtable, personally or professionally.
  • Creating processes, tools, and communication channels for the Developer Community.
  • Familiarity with SSO and user management systems (e.g., Okta).

Salary and Perks:

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 applicants from various backgrounds, experiences, abilities, and perspectives. All qualified candidates will be considered for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any characteristic protected by applicable laws.

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

Compensation for successful candidates will vary based on location, skills, and experience. Our total compensation package includes benefits, restricted stock units, and possibly incentive compensation. For more information about our comprehensive benefits, check out Life at Airtable.

  • San Francisco Bay Area, New York City, and Los Angeles base salary range: $119,000—$161,000 USD
  • All other locations (including remote) base salary range: $107,100—$144,900 USD