Technical Support Engineer US

Summary

Yugabyte is the company behind YugabyteDB, a PostgreSQL-compatible distributed SQL database designed for cloud-native applications. The Technical Support Engineer will own enterprise customer support cases, investigate distributed database incidents, document findings, reproduce issues, escalate effectively to engineering, and improve the team's knowledge base and support processes.

Responsibilities

• Triage and own technical support tickets from enterprise customers, collaborating with a global team across time zones
• Investigate incidents methodically reading logs, running queries, tracing replication issues and surface the root cause, not just the fix
• Write clear internal notes and handover documentation so the next engineer can pick up exactly where you left off (this is not optional; notes are the job)
• Attempt repros of customer issues and document the steps for others to replicate
• Escalate to engineering when warranted, with enough evidence that they can act immediately
• Contribute to the team's shared knowledge base and improve how we handle problems we've seen before
• Be the calm, professional voice a customer hears when their weekend just got complicated

Skills

• You have a technical background in any discipline software, systems, automotive, aerospace, networking, electronics, whatever
• You have familiarity with Linux tools -- you have used the tools find and grep to navigate a filesystem
• Note taking is how you gain context . You write down what you found, what you tried, and what you plan to do next, every time. It builds confidence for both you and the customer
• This position is based in the U.S. Candidates must have authorization to work in the United States
• Experience with any relational database even if it's just writing queries
• Experience on a support team for a large software product
• Location: Remote, Americas (Preference for Central Time)

Qualifications

Must Haves

• You have a technical background in any discipline software, systems, automotive, aerospace, networking, electronics, whatever
• You have familiarity with Linux tools -- you have used the tools find and grep to navigate a filesystem
• Note taking is how you gain context . You write down what you found, what you tried, and what you plan to do next, every time. It builds confidence for both you and the customer
• This position is based in the U.S. Candidates must have authorization to work in the United States

Nice to Haves

• Experience with any relational database even if it's just writing queries
• Experience on a support team for a large software product
• Location: Remote, Americas (Preference for Central Time)

Benefits

• Sponsorship may be considered only under specific circumstances aligned with current regulatory requirements.
• Equity (when applicable)
• Health plans
• Retirement plans
• Unlimited paid time off (PTO)