Senior Technical Support Manager

Airbyte

About The Position

Airbyte is the open‑source standard for data movement. We've enabled data teams to move data from applications, APIs, unstructured sources and databases to data warehouses, lakes, and AI applications. With tens of thousands of connectors built and hundreds of thousands of companies adopting Airbyte, we've proven the economics of data integration at scale. And now Airbyte is building the frontier agentic data infrastructure, purpose-built for AI agents that need fast, accurate access to data across hundreds of sources. Our mission: make data available and actionable, everywhere. We've raised $181M from the world's top investors (Benchmark, Accel, Altimeter, Coatue, Y Combinator, etc.) and we believe in product-led growth, where we build something awesome that all our users love. We’ve raised enough capital to explore boldly, but we still choose to move quickly, stay scrappy, and experiment constantly as we find the right paths in an AI-native landscape. We’re looking for a Senior Technical Support Manager to evolve our customer support function into a mature, programmatic, and scalable customer experience engine. This role sits at the intersection of strategy and execution. You’ll lead a globally distributed team and partner closely with Product, Engineering, and Go-To-Market teams to ensure customer insights meaningfully influence how we build and operate our product. If you enjoy building systems and believe great support is both deeply technical and customer-centric, this role is for you.

Requirements

8+ years of experience in technical support, customer engineering, or solutions roles in SaaS
3+ years of experience leading technical support or customer-facing engineering teams
Proven experience building or scaling support functions in early-stage or evolving environments
Demonstrated success transforming reactive support teams into more structured, scalable operations
Comfortable operating at both strategic and tactical levels
Strong communicator who can translate complex technical issues for both technical and non-technical audiences
Collaborative, pragmatic, and customer-focused, with a bias toward action and continuous improvement
Strong working knowledge of modern SaaS architectures, APIs, and data integrations
Experience troubleshooting distributed systems, data pipelines, or cloud-based platforms
Familiarity with SQL, REST APIs, and log-based debugging
Hands-on experience with support and collaboration tools (e.g., Zendesk, Intercom, Jira, Linear)

Responsibilities

Mature our technical support organization from reactive issue resolution to a proactive, programmatic customer experience function
Design and implement scalable, lightweight processes, workflows, and tooling that balance speed, quality, and pragmatism
Lead, coach, and grow a globally distributed team of technical support engineers
Own capacity planning and staffing strategy aligned to customer demand
Serve as an escalation point for complex, high-impact, or ambiguous customer issues
Design and operationalize support experience programs (e.g., proactive support, root cause analysis, Voice of Customer)
Collaborate closely with Product, Engineering, Sales, and customer-facing teams to unblock customers and prevent future issues
Leverage automation and AI to improve support quality, efficiency, and scalability

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