Job Description

The Enterprise Customer Support Team works closely with many innovative and impressive customer accounts to unlock their business objectives and ultimately realize the value of using Airtable.

As a Senior Enterprise Technical Support Specialist (Sr. ETSS) on our Dedicated Support team, you will serve as a trusted first point of contact for technical product questions and troubleshooting for select customers. You will spend the majority of your time in customer-facing scenarios providing real-time (e.g., email, screen-shares, Slack, and possibly phone!) and best-in-class support to ensure customer satisfaction. You will develop direct relationships with our business partners and Customer Success Managers.

An ideal candidate has strong analytical and problem-solving skills and technical aptitude, and strives to articulate complex workflows simply and clearly. They will enjoy working independently and in partnership, are comfortable navigating ambiguity and managing expectations, and can quickly master new technologies and technical concepts.

Candidates must be able to work Monday to Friday in the US on an EST schedule and should be open to occasional changes in their hours. For instance, to provide backup to a peer or to support a customer through a major product launch or workflow change occurring off-hours. Remote work while traveling out of the US in this role may be limited due to customer contracts.

What you'll do

• Support a portfolio of assigned accounts and customers in troubleshooting technical issues related to Airtable and various enterprise systems
• Educate customers on Airtable products and programs to enable best business practices
• Identify customer needs and quickly develop solutions
• Partner closely with cross-functional teams to escalate and resolve customer needs
• Support Customer Success and Engineering partners as they work to drive the account's growth
• Document and continuously improve best practices, resources, and SOPs

Who you are

• A love for Airtable and past experience with the product (personal or professional!)
• Hands-on technical experience with Airtable Automations, Linked Records, Interfaces, and Views
• Proficient in at least one high-level programming language such as Javascript, Python, or Java
• Previous experience troubleshooting Single sign-on (SSO) authentication methods like Okta, Google, ADFS, Azure, or OneLogin
• Technical expertise in areas like writing formulas, relational databases, and REST APIs
• Passion and at least 3 years of work experience in delivering high-quality, personal, customer support or professional services
• An ability to consistently deliver, provide feedback on, and hold yourself accountable to support targets... and a proven ability to do so across multiple accounts simultaneously
• Strong written & verbal communication and presentation skills; extraordinary listening skills
• The ability to establish credibility with key decision-makers and business influencers
• Demonstrated resilience, creativity, and analytical thinking in problem-solving
• A teaching and learning mindset. You dig in to learn the “why” behind the “what.” You thrive in technically complex or nuanced situations and love empowering others through them!
• Experience working with enterprise technology (e.g. Salesforce, Confluence, Gsuite, Jira, Zendesk)

What We Offer

• We have your medical, dental, and vision insurance 100% covered (and your dependents covered at 80%)
• High deductible health plan available with health savings account contribution
• Complimentary One Medical membership for individuals and dependents
• Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
• Complimentary mental health support via Modern Health
• Family planning support via Carrot (fertility, adoption, and surrogacy)
• Flexible and generous time off and sick time benefits
• 16 weeks of parental leave
• Annual Learning & Development wallet to support your career development
• Emergency backup care for dependents
• Access to financial planning and legal support
• Supplemental reimbursement for Gender Affirmation procedures and services
• Access to pre-tax Transportation & Commuter Benefits

The compensation awarded to successful candidates will vary based on their location, relevant skills and experience. For Colorado based roles, the base salary range for this role is $88,828 - $109,618. The total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation.

About Airtable

Airtable enables any team to create apps on top of shared data and power their most critical and unique workflows. Teams at more than 300,000 organizations, including 80% of the Fortune 100, rely on the Airtable Connected Apps Platform to connect their people and data and achieve their most important goals. Founded in 2013 and headquartered in San Francisco, Airtable ranks #6 on the Forbes Cloud 100 and has raised $1.36 billion to date.

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