Senior Technical Support Engineer

Who you are

• 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

What the job involves

• We're looking for someone who gets genuinely excited when a customer's database is on fire, because they are eager to dive in and help
• This isn't a "ticket-monkey" role. You won't be copy-pasting canned responses into a queue. You'll 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
• You'll learn YugabyteDB, cloud infrastructure, and distributed systems the way everyone learns them best: by necessity, with great people around you
• 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
• Our support engineers don't 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
• That's the culture you'd be joining. People who take ownership, communicate clearly, and stay curious

Benefits

• Health Insurance
• Company Stock Options
• Retirement Plans
• Home Office Set-Up Reimbursement
• Professional Development Reimbursement
• Quarterly Wellness Days Off
• Unlimited PTO
• Childcare benefits
• Performance bonuses