Support Engineering Manager (APAC)

About Supabase

Supabase is the Postgres development platform, offering a deeply integrated suite of tools including Database, Auth, Storage, Edge Functions, Realtime, and Vector. We are built for teams that need their backend to scale with them. As an open-source company, we move fast, and our users are developers who value quality and attention to detail.

About the Role

We are seeking a Support Engineering Manager to join our global Support leadership team, focusing on empowering our APAC Support Engineers. At Supabase, Support is viewed not just as a ticket queue, but as a high-leverage feedback loop that informs product development. This role is crucial for bridging the gap between our product's capabilities and our users' real-world needs, acting as an engineering superpower by identifying areas for improvement and future development.

As part of the global Support leadership, you will be the primary point of contact during APAC hours, ensuring seamless context, queue management, and escalation handling in collaboration with your peers in EMEA and AMER. This is a global, unified team effort.

The ideal candidate possesses strong technical acumen to effectively support and guide their team, alongside the ability to anticipate needs and remove obstacles. Your primary focus will be enabling the Support Engineers to perform at their best, whether through professional growth, managing challenging customer situations, or providing technical guidance. If you are passionate about transforming support from a cost center into a craft, you will find a welcoming environment here.

Key Responsibilities

• Represent APAC: Serve as the leadership presence for the APAC region within the global Support team, contributing to shared standards, performance benchmarks, and operational playbooks.
• Hands-on Engagement: Regularly engage with support tickets to maintain technical sharpness and gain firsthand understanding of user challenges.
• Global Team Cohesion: Collaborate with EMEA and AMER counterparts to ensure consistent coverage, efficient escalations, and smooth handoffs, creating a unified customer experience across all regions.
• Product Feedback Loop: Work directly with Engineering and Product teams to identify patterns, report bugs, advocate for fixes, and shorten the cycle from user issue to product improvement.
• Technical Excellence: Elevate the technical skills of the support team in areas such as Postgres, our platform, and debugging methodologies. Develop and refine playbooks, runbooks, and best practices for scalability.
• Holistic User Support: Understand that user issues often extend beyond the initial ticket, encompassing network, schema, user expectations, and documentation. Approach support as a dialogue with the entire system.

Requirements

• Technical Foundation: A solid background in Postgres/SQL, Linux, sysadmin, backend or platform engineering, DevOps, or database administration. While deep hands-on experience may be some years past, a demonstrated effort to maintain technical edge (e.g., side projects, homelabs, OSS contributions) is essential.
• Platform Familiarity: Comfort in reasoning about authentication flows, storage, serverless functions, real-time systems, or vector workloads. Ability to quickly familiarize yourself with Supabase is expected.
• Management Experience: Proven experience leading technical teams (Support, SRE, Platform, Engineering). Skills in providing effective feedback, conducting meaningful 1:1s, and successful hiring are required.
• Operational Acumen: Proficiency with key metrics (e.g., First Response Time, Mean Time to Resolution, Customer Satisfaction) and the ability to interpret them effectively to guide team performance.
• Clear Communication: Excellent written and verbal English communication skills, capable of articulating complex information clearly and concisely to customers, engineers, and leadership.
• Customer Focus: A genuine interest in understanding user goals and a belief in empowering users through effective support.

Bonus Points

• Familiarity with JavaScript/TypeScript, major frontend frameworks (React, Vue, Svelte), and Node.js.
• Experience supporting developer-facing products, open-source projects, or platforms with a public GitHub presence.
• Prior experience as a software developer, infrastructure operator, or on-call engineer.

Timezones & Logistics

• This is a full-time, remote position based in an APAC timezone.
• The role operates Monday to Friday, with participation in a 24/7 weekend support on-call rotation.
• You will collaborate closely with the global Support leadership team and report to the Head of Support.

What We Offer

• Fully Remote: We hire globally and provide a WeWork membership or co-working allowance.
• ESOP: Equity ownership in the company for all team members.
• Tech Allowance: A budget to set up your ideal home office.
• Health Benefits: Comprehensive health insurance coverage for employees and dependents.
• Annual Off-Sites: Company-wide gatherings for connection and collaboration.
• Flexible Work: As