Support Engineer (APAC - Weekends)

Description

The company is a Postgres development platform built by developers for developers, offering a full backend made up of Database, Auth, Storage, Edge Functions, Realtime and Vector Search, all tightly integrated.

The support team is spread across the world and focuses on cutting the time it takes to resolve issues. It works closely with the product engineering and growth teams.

The company is fully remote and open-source-first, with about 400 team members in more than 60 countries who speak over 20 languages. It has raised over $1B, including a $500M Series F, and has a community of 540,000+ members.

The team moves quickly, builds in public and uses its own product. It supports existing open-source tools and communities rather than trying to replace them.

Responsibilities

• Reply to every support case promptly, whether it concerns billing, pre-sales questions, optimization or implementation.
• Sort incoming cases by pointing users to earlier answers, code samples or documentation, or by passing them to the right technical or business colleague.
• Watch several feedback channels, including GitHub Issues and Discussions at the company's site.
• Spot where internal tools could be built or sourced to make support faster.
• Reproduce bugs, write test cases and extend test coverage where your testing experience applies.

Requirements

• Have at least 3 years of customer support experience serving technical users with developer-focused help.
• Be proficient in SQL, ideally PostgreSQL, and comfortable writing complex queries. Database administration experience is a plus.
• Communicate clearly and fluently in English.
• Be skilled with Linux or Unix and the command line.
• Have working experience with GitHub Issues and Discussions.
• Bonus: familiarity with popular JavaScript frameworks such as React, Vue and Svelte, and some Node.js experience.
• A degree in Computer Science is a plus.

Conditions

Full-time, permanent position.

Work four 10-hour shifts across weekends, covering APAC hours of 00:00-10:00 UTC, running Friday to Monday UTC so the exact days may shift for your time zone.

Candidates in Southeast Asia or India time zones are the main focus for this shift.

Fully remote, hired globally, with no office location.

Equal opportunity employer.

Benefits

• Co-working access through a WeWork membership or a co-working allowance, usable anywhere.
• Equity ownership (ESOP) for every team member.
• A tech allowance for equipment such as a laptop, monitor or headphones.
• Health insurance covering 100% of the employee's cost and 80% for dependents, wherever you live.
• An annual company off-site for a week in a new city.
• Asynchronous work with flexibility to manage your own time.
• An annual education allowance for courses, books, conferences or other growth.