Technical Support Engineer US

Summary

Yugabyte is a leader in distributed PostgreSQL databases, and they are seeking a Technical Support Engineer to assist enterprise customers with their cloud-native applications. The role involves resolving technical support tickets, investigating incidents, and contributing to a knowledge base while working collaboratively with a global team.

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're bilingual in English and Spanish — not conversational, genuinely fluent. Many of our customers need that
• You want to work weekends (Saturday and Sunday) with days off during the week. This isn't a compromise for us — it's a need, and we value people who fit this schedule naturally
• You jump in. When something unfamiliar comes across the queue and no one's claimed it, your instinct is to click it and start reading, not to wait
• You embrace not knowing the answer yet, and you see that as the start of something, not a reason to hold back
• You aren't afraid to reach out for help when you're stuck. You know it's a sign that you are learning. And when others are stuck, you are happy to help them
• You have a technical background in any discipline — software, systems, automotive, aerospace, networking, electronics, whatever. If you have solved real problems under real pressure with tools and documentation, that counts
• 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
• Experience with any relational database — even if it's just writing queries
• Experience on a support team for a large software product

Qualifications

Must Haves

• You're bilingual in English and Spanish — not conversational, genuinely fluent. Many of our customers need that
• You want to work weekends (Saturday and Sunday) with days off during the week. This isn't a compromise for us — it's a need, and we value people who fit this schedule naturally
• You jump in. When something unfamiliar comes across the queue and no one's claimed it, your instinct is to click it and start reading, not to wait
• You embrace not knowing the answer yet, and you see that as the start of something, not a reason to hold back
• You aren't afraid to reach out for help when you're stuck. You know it's a sign that you are learning. And when others are stuck, you are happy to help them
• You have a technical background in any discipline — software, systems, automotive, aerospace, networking, electronics, whatever. If you have solved real problems under real pressure with tools and documentation, that counts
• 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

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

Benefits

• Equity (when applicable)
• Benefits including health plans
• Retirement plans
• Unlimited paid time off (PTO)