About the role
We are seeking a Technical Support Engineer to join our growing customer support organisation. While prior support experience is valuable, it is not a strict requirement. We're looking for individuals with strong technical aptitude, problem-solving skills, and the right mindset to learn and thrive in a customer-focused support culture. The ideal candidate will work collaboratively with customers to troubleshoot issues, guide them through technical challenges, and ensure they get the most out of YugabyteDB.
Responsibilities:
- Provide timely, empathetic, and technically sound assistance to customers using YugabyteDB.
- Troubleshoot and resolve technical issues involving distributed databases, cloud infrastructure, APIs, and application integrations.
- Collaborate closely with Engineering, Product, and Documentation teams to ensure customer needs are addressed effectively.
- Maintain detailed case documentation and follow established support processes.
- Contribute to knowledge base articles and support tools to enhance self-service capabilities for customers.
- Continuously learn new technologies and expand your understanding of Yugabyte's ecosystem.
- Participate in a global on-call rotation, providing after-hours and week-off support when assigned.
Requirements:
- Experience: 3-5 years of industry experience in a technical role.
- Strong technical foundation in at least two of the following: databases, distributed systems, cloud platforms (AWS, GCP, Azure), Linux/Unix administration, or programming/scripting (Python, Bash, Java, etc. ).
- Excellent problem-solving and analytical skills, with the ability to learn new systems quickly.
- Strong communication skills, both written and verbal, to interact effectively with technical and non-technical audiences.
- Proactive, customer-first mindset, with patience and persistence when resolving issues.
- Ability to work independently in a fully remote environment while collaborating across global teams.
Nice To Have (but Not Required):
- Experience in a technical support, customer success, or DevOps/SRE role.
- Familiarity with open-source software and community-driven projects.
- Knowledge of PostgreSQL or other relational databases.