Product Support Engineer in PHILIPPINES

Supernova is a fast-growing, tech-driven startup. Our next-generation design system platform helps product teams in the largest companies in the world work faster, more efficiently, so they can enjoy the process of using and making and maintaining their design systems. Supernova manages the entire design system lifecycle in one place, without having to change tools or maintain self-built workflows and integrations.

Supernova enables the whole design and developer team to collaborate using the tools they love to deliver products faster. Manage and share design systems coherently across design and code to a degree never seen before.

Design systems are revolutionising the way companies design and deliver products, and Supernova’s industry-leading platform overcomes the many challenges teams face when building and using design systems at scale.

About the role

Reporting to the Head of Customer Support, this position will be dedicated to providing excellent product support and smooth customer experience.

Does not matter where you are located! This is a fully remote role and we are looking for a candidate who is able/willing to work during these time slots:

• From starting date until the beginning of March 2025:

11am - 8pm CET

• From March 2025:

5am - 2pm CET

This is a contract until March 2026 with possibility to extend.

Responsibilities

• Communication with customers mainly via chat, email and Slack channels (rarely calls).
• Providing customers with necessary information and guidance.
• Identification of reported problems and troubleshooting.
• Achieving and maintaining SLAs and high quality of product support.
• Cooperation with other teams as Sales, QA & Developers.
• Documenting new reported problems and their troubleshooting steps.

Requirements

• 2+ years on similar (T2 level technical support) position.
• Design/Developer or Engineering background.
• At least basic understanding and experience with Javascript.
• Great time-management and self-learning skills.
• Ability to work independently with minimal supervision and as a team player.
• Great communication skills.
• Ability to communicate in English fluently (verbal/written)

Bonus

• Experience with any kind of design system maintenance.
• Experience with writing complex code in JavaScript.
• Experience with one or more frameworks such as React.
• Experience with Figma

What we offer

We are offering the ideal candidate an attractive benefits package (below) with a competitive salary. Selected candidates will have the opportunity to sign on with a fast-growing start-up, working with a growing team of exceptionally skilled people in a very fast-paced environment.

As such, you will have the opportunity to completely change how future product design and development is done for all kinds of companies across the board. Please note that only the candidates that fulfil our requirements will be considered and only shortlisted candidates will be contacted.

What can you look forward to?

🌿 Competitive compensation package

• Attractive salary based on your skill level
• Stock options to make you very happy once we reach our set goals

🌿 Need to rest between changing the world?

• 25 days of annual leave
• 5 sick days annually.

🌿 Top-notch starter equipment

• Brand new MacBook
• Optional computer screen to complement your new MacBook if you need one
• $200 one-time home office allowance budget (flex that new Chroma RGB lighting?)
• $100 one-time welcome to the company budget that you can spend on anything, no questions asked

🌿 Additional benefits to sweeten the deal

• Up to $100 monthly for physical and mental wellbeing, sports or other activities
• Up to $500 yearly for online courses, books and anything related to self-improvement
• Opportunity to participate and speak at conferences - there is a lot coming our way
• Your own place in our offices in Prague, if interested and located nearby