Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Customer Support Developer at Airbyte focusing on database support and integration development. Collaborating with customers to ensure effective data movement and integration.
Responsibilities
- Serve as the primary technical escalation point for database-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 relational databases, data warehouses, data lakes, and cloud object storage, not just finding workarounds but partnering with Engineering to root-cause and drive real fixes.
- Reproduce customer-reported bugs by inspecting connector logs, query plans, replication slots, transaction logs, sync state, and destination table state, and document findings with enough technical detail for Engineering to act on immediately.
- Support customers through onboarding and troubleshooting for SSH tunnels, network configuration, database user permissions, CDC setup (WAL/binlog/redo logs), and warehouse/lake authentication.
- Get hands-on with customers building and debugging integrations, helping them navigate Airbyte's database sources and destinations with confidence, from authentication and SSL/SSH setup to CDC, schema evolution, incremental cursors, and typed destination tables.
- Validate database version compatibility across supported engines and releases, maintain testing environments, and reproduce customer-reported behavior on real database and warehouse instances.
- Help customers running database sources (PostgreSQL, MySQL, MSSQL, Oracle, MongoDB, and more) troubleshoot replication behavior, cursor selection, full-refresh vs. incremental vs. CDC trade-offs, and sync state recovery.
- Contribute directly to Airbyte's open-source database connectors and the Java/Kotlin Bulk CDK: fix bugs, improve error handling, harden schema-evolution and CDC paths, and submit pull requests to the Airbyte repository.
Requirements
- 2+ years in software engineering, data engineering, technical support, DevOps, QA, or a similar role supporting developers or technical users.
- Fluency in SQL, with hands-on experience investigating query plans, isolation levels, and performance bottlenecks.
- Proficiency in Java or Kotlin. You must be able to read, write, and debug JVM-based connector code. You'll be contributing to database sources and destinations, the Bulk CDK, and automation tooling.
- Hands-on experience with relational databases, data warehouses, or data lakes, including concepts like CDC (Change Data Capture), schema evolution, and query optimization.
- Experience with JDBC and common database drivers, and comfort debugging connection, authentication, SSL, and SSH tunnel issues.
- Understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts, including ELT/ETL workflows.
- Strong troubleshooting instincts, clear communication with both technical and non-technical stakeholders, and a growth mindset that keeps you improving even when things get hard.
- High tolerance for ambiguity and a natural self-starter.
- Flexibility to work Sun–Thu, Mon–Fri, or Tue–Sat shifts.
Benefits
- Offers Equity
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