remote
Support Engineering Manager APAC - Supabase
Engineering Manager
Lead a high‑performing support engineering team across APAC, driving rapid incident resolution, customer success, and process excellence for a Postgres‑based backend platform using AWS/GCP and Python automation.
About the role
Key Responsibilities
- Manage and mentor a distributed support engineering team, ensuring 24/7 coverage and high‑quality incident response across APAC time zones.
- Own the end‑to‑end lifecycle of support tickets, from triage and root‑cause analysis to resolution and post‑mortem documentation.
- Collaborate with product, engineering, and customer success to define and improve support processes, tooling, and knowledge base content.
- Drive proactive monitoring, alerting, and automation (Python scripts, cloud‑native tools) to reduce mean time to resolution.
- Represent the support organization in executive briefings, providing insights on customer health, trend analysis, and capacity planning.
Requirements
- 5+ years of technical support or incident management experience in a SaaS environment, with at least 2 years in a leadership role.
- Deep understanding of PostgreSQL, cloud infrastructure (AWS or GCP), and modern DevOps practices.
- Strong scripting skills in Python and familiarity with monitoring/alerting platforms (Prometheus, Grafana, Datadog).
- Excellent communication, problem‑solving, and stakeholder management abilities.
- Fluent in English; additional APAC language skills are a plus.