Senior/Staff Support Engineer

Employment Type: Full-Time Location Type: Remote Salary: Not specified

Position Overview

Supabase is an open-source Firebase alternative built by developers for developers. Supabase enhances Postgres with authentication, real-time capabilities, storage, RESTful APIs, and edge functions. We are seeking Senior/Staff level Support Engineers to provide world-class developer support, assisting users with issues and offering guidance on using Supabase. Our globally distributed support team prioritizes minimizing resolution times and collaborates closely with product engineering and growth teams.

Responsibilities

• Provide initial and timely responses to all support cases covering a range of topics, including billing, pre-sales inquiries, optimization, and implementation questions.
• Act as a point of internal escalation for support issues, assisting with tickets escalated to product engineering teams.
• Monitor multiple feedback channels, including GitHub Issues & Discussions (https://github.com/supabase/supabase/issues).
• Plan and implement internal tooling to improve support efficiency.
• Provide deep, personalized, and holistic technical guidance to Enterprise customers in both urgent and non-urgent situations.
• Develop technical training materials for both the internal team and users.
• Work closely with product teams, serving as the voice of the customer in planning and development.
• Mentor other Support Engineers and act as a force multiplier for the team.

Requirements

• Experience: 5+ years of experience in Systems Administration, DBA, SRE, or other troubleshooting-heavy technical roles.
• Customer-Facing Experience: Bonus if you have held customer-facing roles.
• SQL Proficiency: Proficient in SQL, ideally PostgreSQL, with comfort in complex SQL queries.
• Communication: Excellent communication skills and fluency in English.
• Operating Systems: Skilled in using Linux/Unix operating systems and the command line, including troubleshooting system-level errors.
• GitHub: Experienced working with GitHub Issues and Discussions.
• Bonus Skills: Familiarity with popular JavaScript frameworks (React, Vue, Svelte) and experience with Node.js.
• Education: A degree in Computer Science, CIS, or a similar field is a plus, but not a requirement.

Timezones & Logistics

• Employment Type: Full-time
• Timezone Requirement: Must be located in European time zones.
• Work Schedule: Monday - Friday
• Start Date: Early 2025

What We Offer

• Remote Work: 100% remote work with no location-based salary adjustments.
• Equity: ESOP (equity ownership in the company).
• Autonomy: Autonomous work with collaborative project involvement and self-paced work.
• Benefits:
  • Health, Vision, and Dental benefits (Supabase covers 100% for employees and 80% for dependents).
  • Tech Allowance for office setup.
  • Annual Education Allowance.
• Team Events: Annually run off-sites.

About the Team

We are a startup with an unstructured environment. Our team has collectively founded over 30 startups and is globally distributed, comprising individuals from more than 30 different nationalities. We are deeply committed to the efficacy of collaborative open source, supporting existing communities and tools. We "dogfood" everything we build.

Application Process

The entire process is fully remote, with all communication conducted via email or video chat.

1. Application Submission: Submit your application.
2. Screening Interview: The team will review your submission and may reach out for a short screening interview via video call.
3. Follow-up Interviews: If you pass the screening, you will be invited to up to four follow-up interviews, typically 20-45 minutes each, mostly 1:1. These interviews will be with founders, members of the growth or engineering team, and usually one other person from your immediate team or function.
4. Decision: After interviews, the team will discuss candidates. They may ask follow-up questions via email or a quick call, or proceed directly to making an offer.