Technical Support Specialist

About the Role

The Enterprise Technical Support Team at Airtable plays a pivotal role in ensuring customers achieve their business goals while seamlessly navigating the platform's features and capabilities. As a key member of this team, you will be expected to stay ahead of new features and product updates, educating customers on best practices and helping them optimize their workflows and business processes.

Airtable's commitment to innovation and customer success is evident in its recent expansion into the EMEA market, with a strong regional footprint and a growing team of talented professionals. As the company continues to scale, it is highly invested in what matters most - its people. This role offers a chance to be part of a dynamic and growing team that is shaping the future of Airtable.

What You Will Do

• Respond to customer inquiries and troubleshoot complex technical issues across multiple channels, including email and video calls
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner
• Collaborate with cross-functional teams to deliver exceptional support and ensure a smooth transition for customers
• Accurately document all customer interactions and technical issues in Salesforce, tracking trends to identify opportunities for process and product improvements
• Contribute to the continuous growth of Airtable's knowledge base by creating and updating helpful resources based on customer interactions
• Stay up-to-date with new features and product updates, educating customers on best practices and helping them leverage Airtable to optimize their workflows and business processes
• Escalate complex issues to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer
• Use your communication skills to relay valuable feedback to product and engineering teams, improving the platform and support processes

What We Are Looking For

• Experience in an enterprise-focused technical support role, preferably in a B2B tech environment
• Strong knowledge of Salesforce and Excel, with the ability to troubleshoot complex technical issues
• Excellent communication and interpersonal skills, with the ability to tailor your message to a wide variety of audiences
• Experience working with customers to solve complex business challenges and ensure they achieve their goals
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously
• Strong problem-solving skills, with the ability to think critically and outside the box
• Experience with Airtable, either personally or professionally, and a passion for helping others discover its potential
• Ability to work collaboratively with cross-functional teams, including sales, marketing, and product

Nice to Have

• Experience working in a remote environment, with a strong ability to self-motivate and manage your time effectively
• Knowledge of other cloud-based solutions, such as Google Workspace or Microsoft 365
• Familiarity with IT service management frameworks, such as ITIL
• Experience creating and updating technical documentation, such as knowledge base articles or user manuals

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company that is shaping the future of the no-code revolution
• Collaborative and supportive team environment, with a strong focus on customer success
• Flexible working hours and remote work options, allowing you to work from anywhere
• Access to the latest tools and technologies, including Airtable's own platform
• Opportunities for professional growth and development, including training and education programs
• Comprehensive health and wellness programs, including mental health support and employee assistance programs
• Generous paid time off policy, including vacation days, sick leave, and holidays
• Remote stipend and home office setup support, to help you create a comfortable and productive work environment

• Make sure to highlight your experience with Salesforce and Excel in your application, as these skills are highly valued in this role.
• Practice your problem-solving skills by reviewing common technical issues and thinking about how you would troubleshoot them.
• Be prepared to talk about your experience working with customers to solve complex business challenges and ensure they achieve their goals.
• Show your passion for Airtable and its mission, and be prepared to discuss how you can contribute to the company's growth and success.
• Don't be afraid to ask questions during the interview process, and be sure to ask about the company culture and values.
• Consider creating a portfolio or examples of your work, such as technical documentation or user manuals, to demonstrate your skills and experience.
• Be prepared to negotiate your salary and benefits package, and don't be afraid to ask about opportunities for professional growth and development.