Customer Support Specialist

About Supabase

Supabase is an open source Firebase alternative providing all the backend features you need to build a product.

About the role

Our support team answers around 3,500 tickets a month from developers who are building on our database platform. Some questions are simple (“Where do I find my connection string?”). Others involve slow queries, row-level security policies or a migration that failed halfway through at 02:00.

We are looking for a Customer Support Specialist to join a team of eleven people spread across six countries. This role covers the Americas shift, so your working hours will fall roughly between 09:00 and 17:30 in a time zone from UTC−3 to UTC−8.

What you’ll do

• Respond to tickets by email and in our community forum, with a first-response target of under four hours for paid plans.
• Reproduce reported problems in a test project and write clear bug reports for the engineering team.
• Turn repeated questions into help articles:
  • draft the article and add screenshots
  • ask an engineer to check the technical details
  • publish it and link it from future replies
• Take part in a weekly review where we read a sample of replies together and agree on improvements.
• Escalate billing and account access issues according to our playbook.

What we’re looking for

• At least one year in a customer-facing role, ideally in a technical product.
• Basic SQL. You should be able to read a SELECT with a JOIN and explain what it returns.
• Clear, friendly written English. Most of this job is writing, so we will ask for a short writing sample.
• Patience with people who are stressed because their app is down.

Nice to have

• Spanish or Portuguese, since about 20% of our Americas tickets arrive in one of those languages.
• Experience with a helpdesk tool and with tagging tickets for reporting.
• A small side project built with a JavaScript framework.

Compensation and benefits

• Salary of $52k–$64k, paid in USD, with a review every six months during your first year.
• 25 days of paid time off, plus a company-wide week off in late December.
• A one-off $1,000 home office stipend and $80/month toward internet costs.
• Paid training: your first three weeks are dedicated to onboarding, with no tickets assigned until week two.
• Support never works alone: every shift has at least two specialists online and an engineer on call.

How to apply

Apply with your CV and answer two short questions in the form. One of them asks you to reply to a sample ticket, so allow about 30 minutes. Before applying, you may find it useful to look at our help center to see the style of answers we like.

What happens next:

1. We review applications every Monday and Thursday.
2. Shortlisted candidates get a 45-minute call with the support lead.
3. The final step is a paid two-hour trial shift alongside a teammate.

Questions about the process? Use the contact page and mention the job title in your message.