Technical Support Engineer

The Role:

Do you get excited when a gnarly API issue finally clicks into place? Do you love being the person customers can count on when things get complicated? As a Technical Support Engineer at Airbyte, you'll bring together deep technical expertise and genuine customer empathy to support our growing cloud and embedded integration platform. You won't just be closing tickets, you'll be influencing how our product evolves by championing the customer voice with our engineering and product teams every day.

What You’ll Do

Customer Support & Troubleshooting

• Be the person customers can count on, responding via email, ticketing systems, and the occasional video call with the kind of clarity and care that turns frustrated users into loyal ones.

• Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster.

• Dig into complex issues across APIs, connectors, data pipelines, and SaaS integrations, not just finding workarounds but partnering with Engineering to get to the root cause and drive real fixes.

• Document and reproduce customer-reported bugs with enough detail that the right people can act on them quickly.

• Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration.

API & Technical Expertise

• Get hands-on with customers who are building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence, from authentication and pagination to rate limiting, error handling, and webhooks.

• Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices.

• Support customers with the Embedded API and Airbyte MCP, covering source creation, connector template management, and widget token authentication.

• Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows.

• Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely.

Cross-Functional Collaboration

• Be the voice of the customer inside Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and make sure customer pain points actually influence the roadmap.

• Partner with the Engineering teams to relay platform-specific feedback, connector gaps, and SDK usability issues before they become bigger problems.

• Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers.

Knowledge & Process Improvement

• Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation to support scalability.

• Document research and troubleshooting processes to aid in faster ticket resolution and team knowledge-sharing.

• Identify opportunities for automation and process improvements with AI that reduce support load and improve the customer experience.

• Spearhead initiatives to fill organizational or support gaps and take ownership of unique projects.
  

What You’ll Need

• 3+ years in technical support, data engineering, DevOps, QA, or a similar role supporting developers or technical users.

• Hands-on experience with RESTful APIs and GraphQL, including OAuth, pagination, webhooks, rate limiting, and error handling.

• Proficiency with API testing tools like Postman or cURL.

• Understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts including ELT/ETL workflows.

• Strong troubleshooting instincts, clear communication with both technical and non-technical stakeholders, and a growth mindset that keeps you improving even when things get hard.

• Demonstrated use of AI tools to speed up troubleshooting or automate a workflow, such as agents, MCP, or prompt and context engineering. Tell us what you built.

• High tolerance for ambiguity and a natural self-starter.

Nice To Have:

• Familiarity with Python, Java, or Kotlin and experience with CI/CD pipelines and GitHub.

• Experience with container orchestration tools like Kubernetes or Docker and multi-tenant architectures.

• Background supporting developer-facing or embedded/platform products in a B2B SaaS context.

• Familiarity with OpenAPI specs, YAML configuration, and Jinja expressions.

• Experience with SQL and working knowledge of databases, including CDC setups.

Location: Remote, Canada. 8am–5pm Eastern Time.

Salary

• CAD $89,000 - $105,000 base salary + a generous equity package

• Flexible PTO with a culture that encourages at least 25 days off annually, and public holidays in line with provincial employment standards