Why This Job is Featured on The SaaS Jobs
Enterprise technical support sits at a critical junction in SaaS, where product complexity, uptime expectations, and customer outcomes converge. This Airtable role is notable because it is positioned around enterprise users, meaning the work tends to involve multi-stakeholder environments, higher-impact workflows, and issues that often surface at the edges of a platform’s capabilities. The remit spans both reactive troubleshooting and proactive guidance, reflecting how mature SaaS products operationalise support as part of the overall customer experience.
For a SaaS career, this kind of position builds durable platform literacy: diagnosing problems across integrations, APIs, and data structures while translating technical detail into decisions customers can act on. The emphasis on trend tracking, documentation, and knowledge base contributions also develops the operational muscles that scale in SaaS organisations, where repeatable processes and feedback loops into product and engineering are central to continuous improvement.
The role will suit professionals who enjoy structured problem solving, clear written communication, and working across functions without owning the final code changes. It is a strong match for someone who prefers depth over volume, is comfortable engaging enterprise stakeholders, and wants a path that can branch into support leadership, solutions engineering, customer success, or product-facing roles over time.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. We work closely with an exciting range of customers to solve complex business challenges and ensure they achieve their goals while seamlessly navigating Airtable’s features and capabilities.
As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities.
What you'll do
- Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls).
- Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
- For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
- Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements.
- Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions.
- Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.
Who you are
- You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
- You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
- You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
- You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
- You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
- You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
- You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.
What We Offer
- In addition to NHS coverage, you will have access to supplemental insurance 100% covered (and your dependents covered at 85%)
- Competitive pension scheme, life insurance, paid leave and sick leave
- Complimentary mental health support via Modern Health
- Family planning support via Carrot (fertility, adoption, and surrogacy)
- Flexible and generous time off and sick time benefits
- Transportation & Commuter Benefits
- Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
- Supplemental reimbursement for Gender Affirmation procedures and services
- Legal services - access to online tools to legal forms
At Airtable, 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. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.
Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Formand let us know how we may assist you.