Remote Technical Support Engineer - Incident Commander

Yugabyte; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Competitive compensation

Sponsorship may be considered

Job summary

Yugabyte is seeking a Technical Support Engineer for a remote Americas role. You will triage and own enterprise support tickets, investigate complex incidents, and document findings to support rapid root-cause analysis.

You will work with a global team, escalate to engineering when needed, and contribute to the knowledge base. You will handle live cases involving distributed systems, replication, and production environments, with a focus on clear communication and customer satisfaction.

Qualifications

• Experience with Linux tooling (find, grep) to navigate file systems.
• Experience in a software support role for a large product.
• Technical background across software/systems to solve complex issues.

Responsibilities

• Triage and own technical support tickets from enterprise customers across time zones.
• Investigate incidents methodically; read logs, run queries, trace replication issues, surface root causes.
• Write clear internal notes and handover documentation for continuity.
• Attempt reproductions of customer issues and document steps for replication.
• Escalate to engineering with evidence for immediate action.
• Contribute to team knowledge base and improve issue handling.

Skills

Linux

Incident management

Troubleshooting

Documentation

Job description

Yugabyte is seeking a Technical Support Engineer for a remote Americas role. You will triage and own enterprise support tickets, investigate complex incidents, and document findings to support rapid root-cause analysis.

You will work with a global team, escalate to engineering when needed, and contribute to the knowledge base. You will handle live cases involving distributed systems, replication, and production environments, with a focus on clear communication and customer satisfaction.