Support Engineer (APAC)
SupabaseFull Time
Junior (1 to 2 years)
Candidates must have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy. They should possess systematic thinking, a deep understanding of B2B customer needs, and a history of ensuring outstanding support experiences. A strong technical background with experience working with complex software products, including understanding APIs, integrations, and system workflows, is essential. Candidates must be comfortable using data and metrics for decision-making, be well-versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.), and be detail-oriented with a focus on operational efficiencies and process improvement. A passion for coaching and enabling team members is also required.
The Support Manager will lead and grow the APAC Support team, shaping how Support operates within the region. They will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. Responsibilities include collaborating with Product, Engineering, and Customer Success Teams to address customer needs, maintaining support documentation, and upleveling the customer experience. The manager will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
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