Airtable is looking for an experienced Support Engineering Manager who cares deeply about creating exceptional customer experiences and delivering actionable internal Product and Engineering feedback.

As a Customer Support Engineering Manager at Airtable, you will help grow one of our newest Customer Support teams to unblock our customers’ most technical use-cases. Day to day your team will be responsible for communicating with customers around escalated issues, assessing the impact of those issues, partnering with Engineering on resolution, and providing direct Customer Support to Airtable’s developer community. 

The right leader will build and manage a diverse team, supporting them with their professional development through mentorship and coaching. To succeed in this role candidates will need full-stack engineering experience, strong written and verbal communication skills, and have proven experience building new cross functional operations.

What you'll do

  • Directly manage and motivate a team of Support Engineers and Technical Customer Support Advocates to ensure we are meeting SLAs and delivering exceptional customer service to our customers.
  • Grow Airtable’s Technical Support team by recruiting, hiring, training, and coaching top talent. 
  • Provide continuous feedback through QA, 1:1s, and performance reviews to improve outcomes of a screen-share based support program. Develop peer-mentorship opportunities within your team or across others.
  • Ensure your team is set up with the tools and resources they need to help customers through each new product release. Iteratively invest in customer support excellence.
  • Partner with Product, Engineering, and other customer-facing teams to refine the scope and operating procedures for communicating with customers about escalated customer issues based on company goals and customer needs. 
  • Develop and maintain expert-level knowledge of Airtable - dive in and experiment with new features. Anticipate upcoming user needs and support the learning and development of your team. 

Who you are

  • You have 8+ years of professional experience leading Technical Support or growing teams within a fast-paced environment or SaaS organization.
  • You have experience directly managing a high performing distributed team across time zones. You have a minimum of 3+ years of people management experience. 
  • You thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment. 
  • You are a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic. You have strong analytical skills.
  • You have demonstrated the ability to partner cross-functionally, communicate big picture opportunities, and make data-driven decisions.
  • You are passionate and enthusiastic about Airtable!

What we offer

  • We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 65%)
  • Complimentary One Medical membership for individuals and dependents
  • High deductible health plan with health spend account contribution
  • $250 monthly wellness stipend for you to invest in your overall wellness
  • Mental health support
  • Family planning support (fertility, adoption, and surrogacy)
  • Generous vacation and sick time
  • 16 weeks of parental leave
  • Learning & Development: we offer a $2,000 per year stipend for your personal career development

About Airtable 

Airtable is working on the next computer revolution: one where anyone – even without technical training – can create customized applications that fit their needs, build more interconnected teams, and take part in a growing community of people who share what they create. Founded in 2013 and headquartered in San Francisco, Airtable powers teams at more than 250,000 organizations around the world. Our most recent funding round valued Airtable at $5.77 billion and raised $270 million in additional capital, and we're just getting started!

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Airtable are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.