About the Role
This role involves delivering hands-on technical support to users, diagnosing and resolving product issues, and collaborating with engineering teams to escalate and track bugs effectively.
Responsibilities
- Respond to user inquiries during weekend hours across EMEA time zones
- Diagnose and troubleshoot technical problems reported by developers
- Escalate complex technical issues to engineering teams with clear documentation
- Maintain accurate records of support tickets and resolutions
- Communicate effectively with users using clear, non-technical language when needed
- Follow up on ongoing cases to ensure timely resolution
- Collaborate with internal teams to improve product documentation
- Identify recurring issues and suggest product improvements
- Monitor system alerts and user-reported outages
- Provide feedback to product teams based on user interactions
- Assist in writing knowledge base articles and support guides
- Stay current with product updates and new feature releases
- Handle sensitive customer data with confidentiality
- Work within ticketing systems to manage case load efficiently
- Participate in post-incident reviews when needed
- Support onboarding efforts for new users encountering setup issues
- Guide users through debugging steps for authentication and database errors
- Explain technical limitations and workarounds clearly
- Track metrics related to response time and customer satisfaction
- Contribute to improving support workflows and tools
Nice to Have
- Previous experience in a developer support or DevRel-adjacent role
- Exposure to PostgreSQL or similar relational databases
- Hands-on experience with cloud platforms like AWS or Firebase
- Contributions to technical documentation or community forums
- Knowledge of TypeScript or React
- Experience with Supabase or similar BaaS platforms
- Background in software development or systems administration
- Familiarity with observability and logging tools
- Track record of improving support processes
- Multilingual abilities, especially in European languages
Compensation
Competitive salary with benefits
Work Arrangement
Remote, weekend shifts for EMEA timezone coverage
Team
Part of the global customer support team focused on developer tools
Weekend Availability
- This position requires availability on Saturdays and Sundays to support users in the EMEA region
- Shifts are designed to cover peak weekend usage times for developers
Engineering Collaboration
- Close coordination with product and engineering teams is expected
- Engineers document bugs thoroughly and follow through on resolution status
Not applicable for remote positions
