Senior Manager, Developer Support Engineering

We’re looking for a passionate and experienced Senior Manager of Developer Support Engineering to help lead our dynamic Support Engineering teams. At Airtable, we’re committed to delivering exceptional service to our customers, and this role plays a key part in ensuring that our team has the tools, guidance, and support needed to tackle complex technical challenges. If you’re a problem-solver, an inspiring leader, and someone who thrives in a fast-paced environment, we’d love to hear from you!

What you'll do

• Lead and manage a team of support engineers, ensuring they have the resources, training, and guidance necessary to solve complex technical issues effectively and efficiently.
• Oversee and troubleshoot high-priority customer escalations, providing both technical leadership and hands-on support when needed to resolve critical issues.
• Identify recurring technical issues and work with product and engineering teams to address root causes, implement solutions, and improve product stability and user experience.
• Develop and optimize support workflows, utilizing automation, tools, and best practices to enhance team productivity and ensure timely resolution of customer inquiries.
• Collaborate closely with product and engineering teams to communicate technical challenges, identify opportunities for improvement, and help prioritize product enhancements based on support feedback.
• Foster a culture of continuous learning and improvement within the team, offering coaching, mentoring, and career development opportunities to support engineers.
• Use data to track team performance and customer trends, regularly reporting on KPIs and providing insights to leadership on how to improve customer satisfaction and operational efficiency.
• Engage with customers directly when needed to troubleshoot complex technical issues, provide guidance, and ensure a positive resolution.

Who you are

• You have 5+ years of experience in developer support, technical customer success, or a similar customer-facing technical role, with at least 3 years in a leadership position. You're comfortable managing teams and guiding individuals to success.
• You have a deep understanding of APIs, web technologies (JSON, SSO, SCIM), and troubleshooting complex technical issues. You’re familiar with programming languages like JavaScript, Python, or others used in web and mobile development.
• You genuinely care about helping developers solve problems and are skilled at translating complex technical concepts into clear, actionable solutions. You have an empathy-driven approach to problem-solving.
• You can think critically about how to scale support processes, identify common pain points, and collaborate cross-functionally to build better developer experiences.
• You enjoy working closely with product, engineering, and other teams to improve documentation, workflows, and feature requests based on customer feedback.
• You use data to make informed decisions about team performance, customer issues, and overall support processes. You have experience using support tools, CRMs, and analytics platforms to track and improve team metrics.

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 people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

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

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