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Yugabyte is seeking a Senior Technical Support Engineer to join its global support team. YugabyteDB is an AI-ready, distributed PostgreSQL database trusted by industry leaders including Shopify, Paramount+, GM, Kroger, and Fiserv, deployed in over 100 countries powering more than 5 million clusters.
This role is not a ticket-queue operation. You will own technical support cases for enterprise customers, investigating complex distributed systems issues—replication lag, certificate expiration in production, unexpected system behavior—and collaborating with a global team across time zones. You will triage incidents methodically by reading logs, running queries, and tracing root causes. Clear documentation and handover notes are essential; you will write internal notes so the next engineer can pick up exactly where you left left off. You will attempt to reproduce customer issues, document repro steps, and escalate to engineering with sufficient evidence for immediate action. You will contribute to the team's shared knowledge base, improving how recurring problems are handled, and serve as the calm, professional voice when customers face critical database incidents.
You should have a technical background in any discipline—software, systems, networking, or similar—with real problem-solving experience under pressure. Familiarity with Linux tools (find, grep) is required. Experience with relational databases or large software product support teams is a plus. The ideal candidate jumps into unfamiliar problems, embraces learning, asks for help when stuck, and takes meticulous notes to build context and confidence. You will work as an incident commander, running incident channels, holding customer calls, writing escalations to the database engineering team, and sometimes catching product bugs before engineering does.
