Technical Support Engineer

Location: Remote

Department: Sales & Marketing

Technical Support Engineer

Remote (Americas) 

At Yugabyte, we are on a mission to become the default transactional database for enterprises building cloud-native applications. YugabyteDB is our PostgreSQL-compatible distributed SQL database — resilient, scalable, and built to run anywhere. Were not just building software; were watching major enterprises throw out Oracle and build something better, and the people who help them get there are the ones sitting in this team.

 

About This Role

Were looking for someone who gets genuinely excited when a customers database is on fire, because they are eager to dive in and help.

This isnt a ticket-monkey role. You wont be copy-pasting canned responses into a queue. Youll be working live cases — distributed systems behaving unexpectedly, replication lag climbing, certificates expiring in production — alongside a global team that actually cares about getting to the root of things. Youll learn YugabyteDB, cloud infrastructure, and distributed systems the way everyone learns them best: by necessity, with great people around you.

What Youll Do

• 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 teams shared knowledge base and improve how we handle problems weve seen before
• Be the calm, professional voice a customer hears when their weekend just got complicated

 

What Were Looking For

You are the right person if:

• You jump in. When something unfamiliar comes across the queue and no ones 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 arent afraid to reach out for help when youre stuck. You know its 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

You may also have:

• Experience with any relational database — even if its just writing queries
• Experience on a support team for a large software product

 

Why This Team

Our support engineers dont just resolve tickets — we are incident commanders. We run incident channels, hold calls with customer teams and stakeholders, write CEs (customer escalations) that go directly to our database engineering team, and sometimes catch product bugs before engineering does.

Our support engineers:

• Are curious, what others view as problems, we view as opportunities to learn something new
• Work with highly technical issues that require precise mitigation
• Dig into source code themselves when they need to understand why a validation is failing
• Know that some issues need overnight support, so we prepare the offshore teams appropriately

Thats the culture youd be joining. People who take ownership, communicate clearly, and stay curious.

 

Schedule and Compensation

• Shift: Monday-Friday
• Location: Remote, Americas (Preference for Central Time)
• Compensation: Competitive, commensurate with experience

 

Pay Range: $90,000 – $120,000 USD annually, depending on skills and experience.

## LI-REMOTE

This position is based in the U.S. Candidates must have authorization to work in the United States. Sponsorship may be considered only under specific circumstances aligned with current regulatory requirements.