Senior/Staff Support Engineer (Americas)

As a Senior/Staff Support Engineer at Supabase, you will provide comprehensive developer support across various technical issues, from billing to implementation queries. You will also act as a skilled escalation point for internal support cases and be actively involved in enhancing customer experiences with personalized guidance and mentorship.

To qualify for the Senior/Staff Support Engineer position at Supabase, candidates should possess 5+ years of experience in technical roles such as Systems Administration or SRE. Proficiency in SQL, particularly PostgreSQL, along with strong communication skills and experience with GitHub Issues is also important for success.

Supabase provides a host of support for its employees, including 100% remote work, health benefits covering both employees and their dependents, a tech allowance for home office setups, an annual education allowance, and equity ownership in the company. We prioritize work-life balance and believe in a sustainable working environment.

The team culture at Supabase is dynamic and collaborative, reflecting our startup spirit. With a globally distributed team from over 30 nationalities, we embrace diverse perspectives and encourage open-source collaboration. We thrive on innovation, teamwork, and mutual learning.

As a Senior/Staff Support Engineer at Supabase, you will work Monday through Friday, optimizing your workflow while ensuring consistent support for our developers. Our flexible, fully remote model allows you to maintain a sustainable work-life balance.

While not mandatory, familiarity with popular JavaScript frameworks like React, Vue, or Svelte is a bonus for the Senior/Staff Support Engineer position at Supabase. Having some experience with Node.js is also advantageous, as it can help in understanding the full tech stack of our platform.

The interview process for a Senior/Staff Support Engineer at Supabase is fully remote and consists of a short screening interview, followed by up to four one-on-one interviews with team members, which generally last between 20-45 minutes. This inclusive approach allows candidates to interact with various members of the team, ensuring a well-rounded evaluation.

In my previous roles, I focused on providing support for complex technical issues, often addressing customer inquiries related to database performance and optimization. I understand the importance of a rapid response and tailored guidance, and I believe my background aligns well with the senior support objectives at Supabase.

I approach difficult customer interactions with empathy and professionalism, aiming to understand their concerns clearly. My strategy involves active listening, validating their feelings, and providing reassurances while working towards a practical solution. Building trust and rapport is essential.

I have extensive experience in SQL, especially with PostgreSQL, where I've managed database optimizations and complex queries. I am comfortable writing queries that enhance application performance, and I've also supported developers in troubleshooting PostgreSQL-related issues.

I believe mentoring involves sharing knowledge, enhancing skills, and fostering confidence. I typically set up regular one-on-one sessions, encourage open discussions about best practices, and provide opportunities for shadowing to help junior team members grow in their roles.

In high-pressure situations, I first categorize support tickets according to urgency and impact. I focus on resolving issues that affect critical operations first, while also ensuring that communication with customers remains timely and transparent throughout the process.

I'm proficient in using tools like GitHub Issues for tracking technical queries. Using these tools streamlines our workflow, allowing for better visibility of ongoing issues, collaboration with team members, and clear historical tracking of concern resolutions.

In my previous role, I noticed repetitive issues that could be addressed with better internal documentation. I initiated a project to create a comprehensive knowledge base that reduced response times significantly and improved team efficiency in resolving commonly seen problems.

I have substantial experience with Linux/Unix systems, where I've performed troubleshooting and system administration tasks. My familiarity with command-line interfaces allowed me to efficiently manage system-level issues, ensuring optimal performance and quick resolutions.

Customer feedback is crucial to product development, as it provides insights into user needs and pain points. By being the voice of the customer within the product team, I ensure that their concerns are addressed, which helps align the product roadmap with actual user feedback.

I admire Supabase's commitment to the open-source community and its innovative approach to providing a powerful alternative to Firebase. I am excited about the opportunity to work in a collaborative environment where I can leverage my technical skills while contributing to a product that empowers developers worldwide.