Technical Support Specialist

What you'll do

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, 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. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
• For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
• Accurately document all customer interactions and technical issues in Salesforce, and track trends to help 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 ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

Who you are

• You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
• You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
• You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
• You enjoy solving complex problems, leveraging