Technical Support Engineer

New

YugabyteDatabase software

Remote, Americas, Preference for Central TimeFull-Time

Salary$90,000 – $120,000 USD annually, depending on skills and experience.

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Job Details

Have a technical background in any discipline, such as software, systems, automotive, aerospace, networking, or electronics.
Be familiar with Linux tools, including find and grep, for navigating a filesystem.
Document what you found, what you tried, and what you plan to do next.
Be willing to investigate unfamiliar issues and ask for help when needed.
Relational database experience, including writing queries, is a plus.
Experience on a support team for a large software product is a plus.

Triage and own technical support tickets from enterprise customers, collaborating with a global team across time zones.
Investigate incidents by reading logs, running queries, and tracing replication issues to surface root causes.
Write internal notes and handover documentation that let the next engineer continue the case.
Attempt to reproduce customer issues and document the steps for others.
Escalate issues to engineering with evidence they can act on.
Contribute to the team's shared knowledge base and improve how recurring problems are handled.
Run incident channels, hold calls with customer teams and stakeholders, and prepare offshore teams for issues requiring overnight support.

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