• Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations. • Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares. • Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations. • Provide clear and empathetic explanations that help customers understand solutions and next steps. • Diagnose complex technical issues and determine root causes. • Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations. • Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs. • Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll. • Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users. • Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences. • Contribute to internal tooling, documentation, and process improvements.

• Suporte técnico inicial aos usuários no uso de nossa plataforma de software; • Auxiliar os usuários, atendendo incidentes e respondendo dúvidas; • Realizar atendimento de chamados remotos pelos canais disponíveis (incluindo ligações e reuniões síncronas); • Analisar as solicitações dos clientes e executar procedimentos para resolução de problemas; • Diagnosticar falhas na plataforma Pulsus; • Fazer a abertura, direcionamento e acompanhamento de chamados, conforme os padrões de qualidade/SLA; • Fazer parte do time incrível de Suporte!

• Serve as the primary technical escalation point for API-related customer issues, responding via email, ticketing systems, and video calls with precision and clarity. • 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 REST/GraphQL APIs, connectors, data pipelines, and SaaS integrations -- not just finding workarounds but partnering with Engineering to root-cause and drive real fixes. • Reproduce customer-reported bugs by inspecting API request/response payloads, connector logs, and sync state, and document findings with enough technical detail for Engineering to act on immediately. • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration. • Get hands-on with customers 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. • Contribute directly to Airbyte's open-source connectors and the Python Connector Development Kit (CDK) - fix bugs, improve error handling, add incremental sync support, and submit pull requests to the airbyte and airbyte-python-cdk repositories. • Build and ship features in the Connector Builder to improve the low-code/no-code experience for users creating API connectors using declarative YAML manifests. • 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 within Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and ensure customer pain points actually influence the roadmap. • Partner with Solutions Engineering and Sales Engineering to provide white-glove technical onboarding for enterprise customers, including custom connector development, API integration architecture reviews, and production readiness assessments. • Train and mentor Technical Support Engineers on API connector concepts, including REST/GraphQL fundamentals, OAuth flows, pagination patterns, rate limiting strategies, error handling, and the Airbyte protocol (spec, discover, check, read). • 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.

• Triage incoming tickets from Slack, email, and web forms to optimize workflows, identify data discrepancies and improve integrations • Use Sentry, Elastic (ES|QL), and direct database queries to investigate root causes • Read application code using co-pilots (Django, React/TypeScript, GraphQL) to understand expected behavior and identify likely causes • Reproduce issues, document findings, and escalate with clear, evidence-backed write-ups when improvements or fixes are needed • Help developers build on Canvas using the FHIR API and the SDK • Answer "how to" questions about clinical workflows: charting, prescribing (including EPCS), lab ordering, billing/claims submission, patient portal configuration • Point customers to documentation, provide customer-specific guidance and drive an AI-assisted flywheel to improve this process • Handle account operations: account unlocks, staff provisioning, permission changes • Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration • Verify data state using read-only SQL queries against customer databases • Identify patterns in repeat issues and advocate for product/engineering fixes • Contribute to internal runbooks and knowledge base articles • Help refine triage workflows and automation