Support Engineer (APAC - Weekends)

At Supabase, a Support Engineer (APAC - Weekends) is tasked with delivering exceptional support to developers using our platform. Responsibilities include responding to a variety of inquiries—ranging from billing to technical implementation—triaging these support cases effectively, and leveraging resources like GitHub to resolve issues promptly. You'll also play a crucial role in identifying improvements to our support processes, making this a key position within our team.

To apply for the Support Engineer (APAC - Weekends) position at Supabase, candidates should possess a minimum of 3 years of experience in customer support specifically aimed at technical audiences. Proficiency in SQL, particularly PostgreSQL, is essential, and familiarity with tools such as GitHub Issues is beneficial. Strong communication skills in English and a comfort level with Linux/Unix environments are also expected. A degree in Computer Science is a plus!

The Support Engineer (APAC - Weekends) position at Supabase offers 100% remote work with flexible schedules. You'll be required to cover four 10-hour shifts from Friday to Monday during APAC hours. As part of our commitment to autonomy, you can set your work pace while collaborating with a diverse team across different time zones. This setup fosters a productive work environment while ensuring you maintain a healthy work-life balance.

As a Support Engineer at Supabase, you'll primarily utilize tools like GitHub for monitoring issues and discussions related to our platform. Additionally, commands in SQL and your proficiency with Linux/Unix will come into play regularly. By leveraging these tools, you’ll ensure efficient support delivery and contribute to our ongoing improvement processes.

Support Engineers at Supabase enjoy a range of benefits designed to promote both personal and professional well-being. We cover 100% of health, vision, and dental for employees, and 80% for dependents. A tech allowance is provided to create your optimal workspace, along with an annual education allowance for continuous learning and skill development. Plus, we host annual off-sites to foster team connections!

In answering this question, it's important to highlight your prior roles in customer support, focusing on how you assisted technical users. Share specific examples of challenges you've faced and the strategies you employed to resolve them quickly. Emphasize any metrics that showcase your success, such as reducing issue resolution times or improving customer satisfaction.

Detail your comfort level with SQL by providing relevant experience. Describe a particular situation where you needed to write a complex query, outlining the objective, the challenges faced, and how the resulting query solved the problem or improved a process. Highlight key SQL concepts to display your expertise.

Share your method for triaging support cases, emphasizing the importance of timely responses. Describe how you prioritize issues, refer users to documentation or previous answers, and know when to escalate. Mention any tools you've employed in previous roles to keep track of requests to ensure nothing gets overlooked.

Talk about your approach to managing stress, especially during tough customer interactions. Discuss techniques like staying calm, active listening, and focusing on solutions rather than problems. Providing an example of a challenging scenario can also demonstrate your experience and capability.

In this response, pinpoint a specific instance where you recognized a process inefficiency. Explain how you proposed a solution and what action was taken. Discuss the results, thanking contributions from team members or improvements in support metrics to provide a clear picture of your impact.

Relate your experiences with GitHub, especially within support settings. Share examples of monitoring issues, documenting discussions, or contributing to repositories. Highlight your knowledge of Git version control and how it enhances team collaboration in resolving technical inquiries.

Express your enthusiasm for Supabase and its mission, focusing on the open-source aspect and its developer-centric tools. Cite specific reasons that resonate with your personal values and career goals, illustrating how your experience aligns with the company's objectives and culture.

Discuss your level of familiarity with Linux/Unix and the command line. Provide examples of tasks you've completed using the command line to troubleshoot or manage issues, emphasizing practical experiences that demonstrate your capability in this area.

Explain your communication strategies, such as adjusting your language based on the user's level of technical knowledge. Highlight methods for ensuring clarity, like summarizing discussions or confirming understanding. You can also mention tools used to facilitate communication in remote settings.

If you're currently employed, succinctly explain your notice period and reiterate your enthusiasm for the role. If you're not currently working, confidently assert your availability to start as soon as possible. Keep this response professional and straightforward.