Manager, Technical Support

Manager, Technical Support

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.

As a manager of technical support, you'll lead a high-performing team responsible for resolving complex, high-impact customer cases across Airtable's diverse user base. These cases span a range of product surfaces and technical depthrequiring advanced troubleshooting, product fluency, and sustained ownership.

You'll drive day-to-day team operations, coach technical support specialists, and play a key role in improving workflows, efficiency, and customer outcomes. This is a hands-on leadership role : you'll be expected to dig into the product, understand technical nuances, and guide your team through ambiguity. You'll also partner cross-functionally to ensure systemic issues are addressed and product feedback loops stay strong.

This role reports to the senior manager, technical support and contributes to the broader maturity, quality, and scalability of our global support function.

What you'll do

• Manage and develop a team of technical support specialists resolving advanced cases across multiple customer segments and product areas.
• Guide resolution strategies for complex issues, acting as an escalation point and ensuring clarity and quality in technical communication.
• Build deep product knowledge and coach your team toward the samereviewing cases, sharing insights, and reinforcing best practices.
• Monitor performance through SLAs, CSAT, QA, and other operational metrics, and use that data to drive continuous improvement.
• Partner with engineering, product, and customer success teams to surface trends, close feedback loops, and improve internal processes.
• Champion and implement AI-powered workflows to enhance team efficiency and deliver faster, more consistent customer outcomes.
• Identify workflow gaps or inefficiencies and propose scalable solutions across tooling, process, or documentation.
• Contribute to a team culture grounded in ownership, technical excellence, and customer impact.

Who you are

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.

VEVRAA-Federal Contractor

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.

Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience.

Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out Life at Airtable.

For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is :

$119,000 - $168,900 USD

For all other work locations (including remote), the base salary range for this role is :

$107,000 - $151,900 USD

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