Technical Support Engineer

YugabyteDB

10d•$90,000 - $120,000•Remote

About The Position

Yugabyte is seeking a Technical Support Engineer to support enterprise customers using YugabyteDB, its PostgreSQL-compatible distributed SQL database. The role involves owning live support cases, investigating technical issues in distributed systems, and helping customers reach root causes and effective resolutions. The engineer will work with a global team across time zones and learn YugabyteDB, cloud infrastructure, and distributed systems while handling customer issues. Support engineers act as incident commanders: they may run incident channels and customer calls, prepare customer escalations for the database engineering team, investigate potential product bugs, and examine source code to understand failures. The team values ownership, clear communication, curiosity, and thorough documentation. Some issues may require overnight support, with offshore teams prepared to provide coverage. This is a remote position based in the Americas, with a preference for Central Time. Candidates must be authorized to work in the United States; sponsorship may be considered only in specific circumstances. The schedule is Monday through Friday. Compensation is $90,000–$120,000 USD annually, depending on skills and experience; equity may also be offered when applicable.

Requirements

Technical background in any discipline, such as software, systems, automotive, aerospace, networking, or electronics.
Experience solving real problems under pressure using tools and documentation.
Familiarity with Linux tools, including find and grep.
Consistently document findings, actions taken, and planned next steps.
Authorization to work in the United States.

Nice To Haves

Experience with a relational database, including writing queries.
Experience working on a support team for a large software product.

Responsibilities

Triage and own technical support tickets from enterprise customers, collaborating with a global team across time zones.
Investigate incidents methodically by reading logs, running queries, tracing replication issues, and identifying root causes.
Write clear internal notes and handover documentation so other engineers can continue work effectively.
Reproduce customer issues when possible and document steps so others can replicate them.
Escalate issues to engineering with sufficient evidence for action.
Contribute to the team's shared knowledge base and improve how recurring problems are handled.
Communicate calmly and professionally with customers during difficult incidents.
Run incident channels and calls with customer teams and stakeholders as needed.
Write customer escalations for the database engineering team.
Investigate issues, including examining source code when needed to understand failures.
Prepare offshore teams to support issues that require overnight coverage.