About the job We are seeking a motivated and skilled Support Engineer to join our dynamic team. As a Support Engineer, you'll be instrumental in ensuring our users have a positive and seamless experience with Appwrite. This position offers a unique opportunity to work cross-functionally in a fast-paced startup environment, supporting both technical and non-technical users while deepening your backend development expertise.Actively monitor & engage all questions within the Appwrite community including Appwrite-related posts and provide knowledgeable insights about Appwrite (GitHub discussions, Discord community, Reddit, Twitter, and any related channels of developer questions etc)
Proactively reach out to users to gather feedback, identify pain points, and recommend improvements to enhance overall user experience.
Take ownership of support cases, seeing them through to resolution
Manage support ticket questions, including assigning tickets to appropriate team members
Contribute to continuous improvement efforts to enhance Appwrite's performance, features, and usability
Escalate complex issues to higher-level support or engineering teams when necessary, using FAQs, documentation, or their own knowledge of the product
Create and maintain support articles and common questions and solutions in a Knowledge Base
Use metrics to measure and track support effectiveness, response times, and resolution efficiency
Be willing to go above-and-beyond when supporting our developers

2+ years of experience with customer facing technical support and technical troubleshooting





- Experience with creating and presenting detailed reports to showcase support performance and suggest improvements
- Good understanding of programming and software troubleshooting. (Knowledge of Appwrite is a big bonus!)
- Experience working with multiple JavaScript frameworks (Angular, Vue, Svelte, React) and client development platforms (Flutter, iOS, Android, etc)
- Familiarity with containerization and orchestration tools like Docker and Kubernetes.
- Experience with cloud platforms (e.g., GCP, DigitalOcean, AWS).

If you'd rather not work from home, we will cover the cost of a coworking or office space.
Flexible Hours & Days
Healthcare
Employees receive generous medical, dental, vision, and life insurance. Full-time contractors will have the cost of healthcare factored into their salary. Our recruiting team can help confirm which applies to you.
We would love to give an annual sponsorship to any GitHub project of your choice!
Appwrite provides $3,000 USD for employees to attend conferences, take classes, or otherwise further their education.
We typically meet up couple times a year in person for work and fun! What will be our next location NYC, London, LA, or Barcelona Help us decide!
Appwrite will let you choose a recent laptop of your choice (up to $3,000 USD) and will reimburse up to $500 USD for office expenses.
Each new team member gets unlimited credits to grab any official Appwrite Swag that they wish.
Apply for the job Do you want to join our team as our new Support Engineer Then we'd love to hear about you!

📌 IT Support Engineer - Flexible Working (India)
🏢 Appwrite
📍 India