Support Engineering Manager
Leads APAC support engineering within a globally coordinated organization, combining technical coaching, operational leadership, customer escalations, and product feedback. Requires prior technical-team management experience and a foundation in databases, Linux, backend/platform engineering, or DevOps.
About the job
Responsibilities
- Represent APAC on the global Support leadership team during APAC hours.
- Lead with shared standards, playbooks, coverage, escalations, and handoffs across APAC, EMEA, and AMER.
- Regularly handle support tickets to stay technically sharp and understand the team's work.
- Partner with global Support leaders to maintain a consistent customer experience across time zones.
- Work with Engineering and Product to identify patterns, file bugs, advocate for fixes, and shorten the feedback loop from customer problems to product improvements.
- Raise the team's technical bar through coaching on Postgres, the platform, and system debugging.
- Build scalable playbooks, runbooks, and operational habits.
- Develop support engineers through feedback, one-on-ones, professional growth, and difficult customer-case support.
- Use operational metrics such as FRT, MTR, and CSAT thoughtfully.
Requirements
- Technical background in Postgres, SQL, Linux, systems administration, backend or platform engineering, DevOps, or database work.
- Ability to read stack traces and query plans and maintain current technical proficiency.
- Familiarity with authentication flows, storage, serverless functions, realtime systems, or vector workloads.
- Previous management experience leading a technical team in support, SRE, platform, or engineering.
- Experience giving effective feedback, conducting meaningful one-on-ones, and hiring well.
- Strong operational judgment and comfort with support metrics.
- Clear written English communication with customers, engineers, and executives.
- Strong customer orientation and curiosity about users' goals.
- Availability Monday through Friday in an APAC timezone.
- Participation in the support leads on-call rotation.
Nice-to-haves
- JavaScript or TypeScript and a major frontend framework such as React, Vue, or Svelte, plus Node.js.
- Experience supporting a developer-facing product, open-source project, or platform with a public GitHub presence.
- Experience writing software, running infrastructure, or participating in an on-call rotation.
Compensation and Benefits
- Fully remote work.
- WeWork membership or coworking allowance.
- Employee stock options (ESOP).
- Health insurance coverage: 100% for employees and 80% for dependents, wherever available.
- Tech allowance for work equipment.
- Annual company off-sites.
- Flexible, asynchronous work.
- Annual professional-development allowance.
Skills
Postgres, SQL, Linux, Systems Administration, Backend Engineering, Platform Engineering, DevOps, JavaScript, TypeScript, React, Vue, Svelte, Node.js, GitHub, Csat
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