Support Engineer (AMER

About the role

Supabase is on the lookout for dedicated Support Engineers to provide outstanding assistance to developers utilizing our platform. This position entails addressing a wide array of inquiries and challenges while working closely with our engineering and growth teams. Our support team operates on a global scale, emphasizing rapid resolutions and a superior user experience.

Key facts

What you'll do

• Address a diverse range of support inquiries, including but not limited to billing questions, pre-sales assistance, optimization guidance, and implementation support.
• Evaluate and classify support requests, directing users to appropriate resources or escalating issues when necessary.
• Actively monitor and engage with various feedback platforms, such as GitHub Issues and Discussions, to ensure timely responses.
• Identify and propose enhancements to internal tools to boost support efficiency and effectiveness.
• Reproduce reported issues and create test cases to improve overall test coverage, especially if you have prior testing experience.
• Collaborate with engineering teams to relay user feedback and suggest product improvements based on support interactions.
• Document solutions and create knowledge base articles to empower users and streamline future support requests.
• Participate in team meetings to discuss ongoing challenges and share insights on user experiences and support trends.

Requirements

• A minimum of 3 years of experience in customer support, particularly in providing technical assistance to developers.
• Strong proficiency in SQL, especially with PostgreSQL, and the ability to handle complex queries. Experience in database administration is a plus.
• Exceptional English communication skills, both written and verbal, are essential.
• Familiarity with Linux/Unix operating systems and command-line tools is required.
• Experience with GitHub Issues and Discussions is necessary for this role.
• A proactive approach to problem-solving and a passion for helping others succeed.

Nice to have

• Familiarity with popular JavaScript frameworks such as React, Vue, or Svelte, along with some experience in Node.js.
• A degree in Computer Science or a related field is advantageous but not mandatory.
• Previous experience in a remote work environment is a plus, as it demonstrates adaptability and self-motivation.

Skills & tools

• SQL (PostgreSQL preferred)
• Linux/Unix
• GitHub

Practical notes

• This full-time position requires working 4 ten-hour shifts, predominantly covering weekends during NASA hours: 16:00-02:00 UTC.
• Candidates should ideally reside in North or South America to align with the required time zone for this role.
• The work schedule will typically run from Friday through Monday, with slight adjustments based on individual time zones to accommodate team members.

What We Offer

• Fully Remote: We embrace a global workforce and provide a WeWork membership or co-working allowance to support your workspace needs.
• ESOP: All employees receive equity ownership in the company, enabling everyone to share in our collective success.
• Tech Allowance: A budget to equip your workspace with the necessary tools for optimal performance.
• Health Benefits: Comprehensive health insurance coverage for employees, with partial coverage available for dependents.
• Annual Off-Sites: A yearly gathering for the entire company to foster connection and collaboration in a new city.
• Flexible Work: We trust you to manage your time effectively while working asynchronously, allowing for a healthy work-life balance.
• Professional Development: An annual education allowance to support your ongoing learning and growth.

About the Team

Supabase operates as a remote-first and open-source-driven organization. Our diverse team, comprising approximately 400 members from over 60 countries, is committed to creating tools that developers love. We have successfully raised over $1 billion, including a $500 million Series F funding round, and boast a community of over 540,000 members. Our core values include speed, transparency, and collaboration, and we are dedicated to enhancing the open-source ecosystem for all developers.