Technical Support Specialist
Technical Support Specialist
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Job Description
Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500000 organizations including 80% of the Fortune 100 rely on Airtable to transform how work gets done.
Were looking for a Technical Support Specialist to join our Customer Support team. This role is ideal for someone who is technically curious customer-focused and ready to deepen their product knowledge and problem-solving skills. Youll work closely with customers to troubleshoot product issues advocate for their needs and help deliver a consistent high-quality support experience.
As a Support Specialist youll handle a range of customer inquiries with increasing complexity contribute to internal documentation and tooling and collaborate with teammates across Product Engineering and Customer Success. Youll develop expertise across key areas of the Airtable platform including views automations permissions and interfaces while building the foundational skills for more advanced roles in Support or Customer Experience.
What youll do
- Respond to customer inquiries across multiple channels (email chat community) with clarity empathy and technical accuracy.
- Troubleshoot and resolve product issues involving formulas views automations interfaces and linked records escalating appropriately when needed.
- Identify root causes and patterns in customer-reported issues documenting insights to inform team workflows and product feedback.
- Contribute to internal documentation and reusable macros to improve the consistency and efficiency of our support.
- Partner with teammates and cross-functional stakeholders (Product Engineering CX) to ensure were delivering a seamless experience across touchpoints.
- Support peer enablement by sharing learnings participating in QA and contributing to knowledge-sharing rituals.
Who you are
- You have 12 years of experience in a customer-facing support role ideally in a SaaS tech or platform environment.
- Youre technically curious and comfortable working through ambiguous issues especially those involving formulas logic or workflows.
- You communicate clearly and compassionately tailoring your language to both technical and non-technical users.
- You bring a growth mindset and a bias toward action youre proactive about identifying gaps solving problems and improving processes.
- Youre excited to grow your skills and take on more technically challenging cases over time with support and mentorship.
Shift Details
This role is based in the EMEA and will work a standard shift of 7:00 AM - 4:00 PM local time Monday through Friday. This schedule is designed to extend our real-time coverage for technical issues into early EST hours and support customers in the EMEA region during their business day.
What We Offer
- In addition to NHS coverage you will have access to supplemental insurance 100% covered (and your dependents covered at 85%)
- Competitive pension scheme life insurance paid leave and sick leave
- 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
- Transportation & Commuter Benefits
- 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.
- Supplemental reimbursement for Gender Affirmation procedures and services
- Legal services - access to online tools to legal forms
At Airtable 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. We strive for Airtable to be a pleasant and supportive place to work and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.
Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process please complete our Accommodations Request Form and let us know how we may assist you.
Please see our Privacy Notice for details regarding Airtables collection and use of personal information relating to the application and recruitment process by clickinghere.
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All official Airtable communication will come from an @ email address. We will never ask you to share sensitive information or purchase equipment during the hiring process. If in doubt contact us at . Learn more about avoiding job scams here.
Required Experience:
Unclear Seniority
Employment Type
Full Time
