• Build, lead, and coach the Technical Support team. • Own technical case management, including MTTR, SLA performance, prioritization, communication. • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams. • Build and maintain operational runbooks, SOPs, and service workflows for the technical track. • Act as incident commander during Sev-1 and Sev-2 events. • Oversee technical investigation and resolution for: • Cloud service interruptions • API failures and integration issues • Customizations/configured logic incidents • Platform performance degradation • Perform and review RCAs, trend analysis, and corrective/preventive actions. • Serve as a customer facing technical leader during escalations. • Deliver concise, Executive-ready summaries to senior business and technical stakeholders. • Participate in customer incident calls, debriefs, and roadmap discussions. • Act as the technical point of contact when Support requires senior leadership presence. • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata. • Partner with the TPM on prioritization, defect intake, and technical debt grooming. • Identify recurring incidents and drive durable product improvements. • Use AI triage to improve routing accuracy between Functional and Technical Support. • Collaborate with the TPM to implement AI clustering for “silent” platform issues. • Oversee AI deflection for common configuration and how-to issues. • Perform other duties as assigned to support departmental and company objectives.

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns. • Provide front line, first level, technical assistance for consumers Supporting Client specific high speed internet services delivering an exceptional customer experience. • Resolve technical problems, within a fast paced, customer facing environment. • Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting. • Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques. • Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration. • Demonstrate advanced product knowledge and he ability to solve customer issues. • Resolve customer issues on the first call as frequently as possible. • Open and manage trouble ticket system for user issues, Data Network, OS issues. • Be patient, courteous and friendly with customers at all times. • Demonstrate a positive attitude. • Address and solve technical problems in a timely manner and complete all work assignments within expected time frames. • Adhere to all work schedule assignments. • Abide by and support management directives and adhere to all TP policies.

• Atender las solicitudes del cliente relacionadas con la operación. • Generar reportes para los equipos de desarrollo, mantenimiento y servicios legados. • Analizar problemas en servicios internos y externos involucrados en la operación. • Documentar procesos. • Realizar reportes de servicios. • Abrir, dar seguimiento y cerrar tickets.

• 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. • 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, 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. • 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 Agentic Data Platform team 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. • 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.