Technical Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage with customers through email, ticketing systems, and occasional video calls.

• Assess and prioritize incoming issues while adhering to SLA targets and utilizing AI tools for quicker resolutions.

• Diagnose intricate problems related to APIs, connectors, data pipelines, and SaaS integrations.

• Collaborate with Engineering to determine root causes and implement solutions.

• Record and replicate bugs reported by customers.

• Assist embedded platform customers during onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configurations.

• Aid customers in constructing and debugging integrations using Airbyte and third-party APIs.

• Test and confirm API endpoints and analyze request/response payloads.

• Provide support for the Embedded API and Airbyte MCP, including source creation, connector template management, and widget token authentication.

• Assist customers utilizing the Airbyte Connector SDK, YAML connector definitions, OpenAPI specifications, and cassette-based testing workflows.

• Keep up-to-date with APIs, connector releases, and platform updates.

• Advocate for the customer perspective to Engineering and Product and promote feature requests.

• Work with Engineering on platform feedback, connector deficiencies, and SDK usability challenges.

• Collaborate with Sales and Customer Success on technical discussions, onboarding, and expansion initiatives.

• Develop and sustain internal and external knowledge base articles, troubleshooting manuals, and API documentation.

• Document research and troubleshooting methodologies.

• Identify opportunities for AI-driven automation and process enhancements.

• Lead projects addressing organizational or support deficiencies and take ownership of unique initiatives.

⛳️ Requirements

• Minimum of 3 years in technical support, data engineering, DevOps, QA, or a related role assisting developers or technical users.

• Practical experience with RESTful APIs and GraphQL, including OAuth, pagination, webhooks, rate limiting, and error management.

• Proficiency in API testing tools such as Postman or cURL.

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

• Strong troubleshooting skills and the ability to communicate effectively with both technical and non-technical stakeholders.

• A growth mindset with a high tolerance for uncertainty.

• Proven experience using AI tools to expedite troubleshooting or automate workflows, such as agents, MCP, or prompt and context engineering.

• A natural self-starter.

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

• Experience with Kubernetes or Docker and multi-tenant architectures.

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

• Familiarity with OpenAPI specifications, YAML configurations, and Jinja expressions.

• Experience with SQL and databases, including CDC setups.

• Ability to work remotely from Canada during the hours of 8 am to 5 pm Eastern Time.

🏝️ Benefits

• Flexible PTO with a culture that promotes taking at least 25 days off each year.

• Public holidays aligned with provincial employment regulations.

• Comprehensive health insurance, including extended health benefits beyond provincial public healthcare.

• Virtual healthcare services, providing access to doctors and other healthcare providers online.

• Retirement savings through a group retirement savings plan.

• Coverage under the Canada/Québec Pension Plan, Employment Insurance, and workers' compensation.

• Professional development budget.

• Conference sponsorship opportunities.

• Book reimbursement program.

• Generous equity package.