Technical Support Engineer

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 the company behind YugabyteDB, the AI-ready, multi-modal, distributed PostgreSQL database for cloud-native apps. Trusted by industry leaders including Shopify, Paramount+, GM, Kroger, Fiserv, and NPCI, YugabyteDB has been deployed in over 100 countries and powers more than 5 million clusters worldwide. Together, our hard-working team of experts and our industry-leading technology are uniquely positioned to meet the demands of modern workloads: geo-distributed, ultra-resilient, and built to scale without limits. Our Yugabeings (distributed, like our database) span 12+ countries and multiple time zones, sharing expertise from diverse backgrounds and industries.

Technical Support Engineer Remote (Americas) At Yugabyte, we are on a mission to become the default transactional database for enterprises building cloud-native applications. YugabyteDB is our PostgreSQL-compatible distributed SQL database - resilient, scalable, and built to run anywhere. We're not just building software; we're watching major enterprises throw out Oracle and build something better, and the people who help them get there are the ones sitting in this team.

About This Role 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.

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.

Shift: Monday-Friday

Location: Remote, Americas (Preference for Central Time)

Compensation: Competitive, commensurate with experience

Pay Range: $90,000 - $120,000 USD annually, depending on skills and experience.

This position is based in the U.S.

Candidates must have authorization to work in the United States.

Sponsorship may be considered only under specific circumstances aligned with current regulatory requirements.

We feel strongly about equal pay for equal work, and transparency in ...