What You'll 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 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
What We're Looking For
You are the right person if
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
You may also have
Experience with any relational database — even if it's just writing queries
Experience on a support team for a large software product
Why This Team
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.
Schedule and Compensation
Shift: Monday-Friday
Location: Remote, Americas (Preference for Central Time)
Compensation: Competitive, commensurate with experience
We feel strongly about equal pay for equal work, and transparency in compensation is one way to help achieve that. The cash compensation for this role is market competitive, with a range of USD 90,000-USD 120,000, inclusive of variable/incentive for some roles. As well as equity (when applicable), and benefits including health plans, retirement plans, and unlimited paid time off (PTO). The pay range for this position is a general guideline only and not a guarantee of compensation or salary. The actual pay will vary based on factors including experience, qualifications, and skill level.
Regarding visa sponsorship: Due to recent changes in U.S. immigration policy, we’re currently unable to sponsor new H-1B visas for candidates outside the United States. We’re happy to consider candidates who need an H-1B transfer or extension, as well as candidates in the U.S. on F-1 status (including CPT or OPT) who would need to change to H-1B status. Candidates with other types of valid work authorization are also welcome to apply.
Equal Employment Opportunity Statement
As an equal opportunity employer, Yugabyte is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws.
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