Support Engineering Manager (APAC)

Навыки

• GitHub
• JavaScript
• Лидерство
• Linux
• Ответственность за результат
• PostgreSQL
• React

О компании и продукте

• Supabase is the Postgres development platform: Database, Auth, Storage, Edge Functions, Realtime, and Vector, deeply integrated and built for teams that need their backend to grow with them. We're open source, we move fast, and our users are developers who notice when things are off.
• We're hiring a Support Manager on our global Support leadership team to clear the way for our APAC Support Engineers.
• A quick word on what Support means here, because it shapes everything about this role. We don't think of Support as a ticket queue with a manager attached to it. We think of it as one of the highest-leverage feedback loops in the company. It's the place where the real shape of our product meets the real shape of our users' work. Done well, it's an engineering superpower: it's how we learn where the product actually bends, who's bending it, and what we should build next.
• You'd join the existing Support leadership group and be the person on during APAC hours, sharing context, queue, escalations, and standards with your peers in EMEA and AMER. One team, globally available.

Задачи

• Represent APAC for the global team
• Be the leadership presence on during APAC hours
• You’ll lead as one of the larger team: shared standards, shared bar, shared playbooks
• Genchi genbutsu: go and see
• This isn't a role where you stop reading tickets
• You'll regularly sit with tickets yourself, partly to stay sharp, partly because you can't manage what you don't see
• Keep the team singular across timezones
• Partner with your EMEA and AMER counterparts on coverage, escalations, and handoffs
• The goal is that a customer can't tell which region picked up their ticket, because the team feels like one team
• Turn signal into product
• Work directly with Engineering and Product as a peer to surface patterns, file the right bugs, advocate for the right fixes, and make sure the loop from "user hit something weird" to "we shipped something better" is short
• This is a collaboration, not a handoff
• Raise the technical bar on the team
• Support and provide support engineers a path to improve on Postgres, on our platform, and on how to actually debug a system rather than guess at it
• Help build the playbooks, the runbooks, and the habits that scale
• Care about the whole experience
• A user's problem is rarely just the thing they typed in the ticket
• It's the network, the schema, the expectation, the docs they couldn't find
• We want managers who treat support as a dialogue with the whole system, not a lookup against a single symptom

Требования

• A technical foundation, kept current
• A real background in Postgres / SQL, Linux, sysadmin, backend or platform engineering, DevOps, or database work
• You may be a few years out of deep hands-on work, and that’s okay as long as you've done something deliberate to keep your edge (side project, homelab, pairing on cases, OSS) so you can still read a stack trace and a query plan without bluffing
• Supabase-adjacent fluency
• Comfortable reasoning about auth flows, storage, serverless functions, realtime systems, or vector workloads
• If you haven't used Supabase, that's fine
• You should be the kind of person who'll have it running locally in a weekend
• Management experience
• You've led a technical team before: support, SRE, platform, engineering, doesn't matter which
• You know how to give feedback that lands, how to run a 1:1 that isn't a status update, and how to hire well
• Operational instincts
• You're comfortable with metrics (FRT, MTR, CSAT) but you don't let them run the team
• You know when a number is telling you the truth and when it's hiding the real story
• Writing. You can write clearly in English under pressure: to a customer, to an engineer, to a CEO. Most of what support produces is prose
• we take it seriously
• Customer instinct
• You like users
• You're curious about what they're trying to do, not just what they're stuck on
• You believe good support works itself toward making itself smaller, by making users more capable

Будет плюсом

• Familiarity with JavaScript / TypeScript and one of the major frontend frameworks (React, Vue, Svelte), plus some Node
• Experience supporting a developer-facing product, an open-source project, or a platform with a public GitHub presence (Issues, Discussions)
• You've been on the other side of the table (written software, run infra, been the person paged at 3am) and that shapes how you partner with the engineers you'll work alongside
• TIMEZONES & LOGISTICS
• Full-time, remote, based in an APAC timezone
• Monday to Friday. We have 24x7 weekend support engineering coverage, but only a support leads on-call rotation of which you will be a member
• You'll partner closely with the global Support leadership team and report into the Head of Support

Условия

• Fully Remote
• We hire globally
• We believe you can do your best work from anywhere
• There are no Supabase offices, but we provide a WeWork membership or co-working allowance you can use anywhere in the world
• Every team member receives ESOP (equity ownership) in the company. We want everyone to share in the upside of what we’re building together
• Tech Allowance
• Use this budget to set up your ideal work environment—laptop, monitor, headphones, or whatever helps you do your best work
• Supabase covers 100% of health insurance for employees and 80% for dependents, wherever you are. Your wellbeing and your family’s health are important to us
• Annual Off-Sites
• Once a year, the entire company gathers in a new city for a week of connection, collaboration, and fun. It’s a highlight of our year
• Flexible Work
• We operate asynchronously and trust you to manage your own time. You know what needs to be done and when
• Professional Development
• Every team member receives an annual education allowance to spend on learning—courses, books, conferences, or anything that supports your growth

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