Percona

• Own the product strategy and roadmap for PMM, ensuring it aligns with Percona's overall product vision. • Work directly with customers and the community to understand their challenges, validate ideas, and identify new product opportunities. • Conduct market research and competitive analysis to help shape product direction. • Translate customer problems into clear product requirements and priorities. • Work closely with Engineering, Design, Documentation, Marketing, and Customer Success to deliver outstanding product experiences. • Prioritize features and make informed trade-offs based on customer value, engineering effort, and strategic goals. • Define success metrics and use customer feedback, product telemetry, and usage data to guide product decisions. • Collaborate closely with engineering throughout the entire product lifecycle, from discovery to release. • Represent PMM internally and externally through blog posts, webinars, conferences, customer meetings, and community engagement. • Help drive the adoption of PMM across the open source community and enterprise organizations.

Role Description Are you passionate about solving puzzles, learning fast, and building expertise where business, technology, and legal operations meet? This is a role designed for someone who is naturally curious, loves to untangle problems, and wants to build deep expertise at the intersection of law, business, and operations. You need 1-3 years of contracts experience — you need a sharp mind, an eye for detail, and a real appetite to learn. You'll also become fluent in what Percona actually sells: our expert consulting, support, and managed services across MySQL, MongoDB, PostgreSQL, and MariaDB. Understanding our products is what makes the rest of the work click into place. As a Contracts Associate, you'll step into the dynamic intersection of law and business, where no two days look quite the same. You'll work alongside a small but talented team that will invest in your development from day one. Every contract is a new puzzle, and every puzzle is a chance to grow. This role is perfect for someone who is energized by figuring out how things work, asking good questions, and finding cleaner ways to do them. - Learn to Draft and Refine: You'll prepare, send, and help negotiate contracts — updating language for clarity and relevance using modern tools like Salesforce, Ironclad and AI. - Get the Quote Right: Verify that quotes accurately reflect what the customer is buying. - Learn Our Products: Build a working knowledge of Percona's expert consulting, support tiers, and managed services. - Collaborate and Problem-Solve: Partner with internal teams and customers to build your negotiation skills. - Dig Into the Details: Review red-lined agreements, spot issues, and propose solutions. - Support the Company's Work: Help respond to RFPs, vendor forms, questionnaires, and document requests. - Communicate Clearly: Explain terms and make recommendations to internal stakeholders and external partners. - Global Team Support: Help cover time-sensitive requests across time zones during teammate absences or busy periods. - Grow Into Deals Desk: Support the Sales, Finance, Legal, Customer Success, and Services teams as they move complex deals from quote to close. Qualifications - 1-3 years of hands-on experience reviewing, drafting, or managing contracts. - A Bachelor's degree in business, English, philosophy, political science, pre-law, or any field that sharpened how you think and write. - Demonstrated attention to detail through your contracts experience. - Strong written and verbal English communication skills. - A problem-solving mindset. - Intellectual curiosity. - Comfort with technology and hands-on experience with business tools. Requirements - Direct experience in legal, paralegal, contracts, deals desk, operations, finance, or any role requiring meticulous review of commercial documents. - Coursework or independent reading in contracts, business law, or commercial transactions. - Examples of process improvement. - Experience working independently or in a remote setting. - Strong interpersonal skills and good judgment in ambiguous situations. Benefits - Hands-on mentorship from experienced professionals. - A clearly defined growth path into contract negotiation, deals desk, and beyond. - Work with global experts who thrive on solving complex problems. - A remote-first culture that values balance and autonomy. - Ongoing investment in your learning and career development.

• Manage and maintain the calendar of Percona’s CEO • Assist the CEO in producing documents, project plans, and presentations as required • Assist the CEO in preparing for board meetings, including the preparation of board presentations and other associated material • Collaborate with the CEO and Percona board to coordinate meetings as required • Manage and maintain annual, quarterly, monthly, and weekly regular meetings as required (for example, departmental/meetings and monthly all company calls) • Support the CEO’s conference talk submissions and preparation • Assist with travel arrangements for CEO as required • Includes booking reservations with airlines and accommodations • Provide Zoom links, attend meetings, take minutes, and publish decisions and actions • As needed, assist with email backlog to ensure timely triaging and response to priority communications • Manage and submit expense reports as requested • Facilitate follow-through on meeting decisions and action items • Other duties as assigned

• Build and maintain strong relationships with customer stakeholders and become a trusted advisor within their organization. • Own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers. • Partner with Managed Services and Customer Success teams to ensure smooth onboarding and successful adoption of Percona services. • Help customers understand the value, scope, and benefits of their Managed Services agreements. • Ensure service commitments, SLAs, and customer expectations are consistently met. • Monitor service performance, trends, risks, and ongoing work, proactively communicating updates, recommendations, and action plans. • Lead customer service reviews, and operational meetings. • Act as the primary escalation point for service delivery concerns, customer satisfaction issues, and operational risks. • Identify potential risks before they become issues and drive mitigation plans through resolution. • Coordinate cross-functional teams to ensure work is prioritized, tracked, and delivered successfully. • Provide regular reporting and insights to customers and internal stakeholders. • Partner with Sales and Customer Success to identify growth opportunities, support customer retention efforts, and contribute to account success plans. • Advocate for customer needs internally and provide feedback that helps improve Percona's services, products, and processes. • Contribute to the evolution of our service delivery practices by identifying opportunities to improve efficiency, communication, and customer outcomes.

• Providing best of breed professional technical support services for MongoDB • Resolving complex problems for customers with demanding deployments and business needs • Assisting fellow support engineers • Leading the way in blogging and Support content creation • Collaborating with other departments • Having a direct, positive impact on product strategy

• lead a team of consultants delivering open source database solutions • oversee delivery process and ensure SOW accuracy • create and implement standardized processes and best practices • serve as escalation point for customer issues • help Sales, Marketing, and Customer Success teams land new business • monitor and report on team metrics and KPIs

• Create technical content: Tutorials, deep-dive blog posts, reference guides, video walkthroughs, and demos. • Speak in public: Conference talks, webinars, meetups, podcasts, livestreams. • Engage upstream: Contribute to open source communities like MySQL, PostgreSQL, MongoDB, and others. • Engage with the Percona community: Be active on the Percona Forum, Discord, GitHub, and at events. • Cover Percona's open source portfolio of database solutions. • Close the feedback loop between field knowledge and Product/Engineering teams. • Partner across teams: Work with Marketing, Product, Engineering, and Support.

• Learn to draft and refine contracts and negotiate them with guidance • Verify that quotes accurately reflect customer purchases • Build a working knowledge of Percona's offerings • Collaborate with internal teams and customers to develop negotiation skills • Review agreements, spot issues, and propose solutions • Assist in responding to RFPs, vendor forms, and document requests • Communicate contract terms to internal and external stakeholders • Help cover time-sensitive requests across time zones during teammate absences • Train to support the Sales, Finance, Legal, Customer Success, and Services teams with deals

Role Description Percona’s Technical Support team handles some of the most challenging and rewarding database issues in the world. Our global team of open source database experts thrives on complexity and cares deeply about empowering our customers. We are looking for a Support Supervisor to help us lead and grow this capability even further. This role fits within a well-defined structure: you will report to a Support Manager and be directly responsible for a group of world-class Technical Support Engineers. Your focus will be on operational excellence, technical quality of service, and the growth and effectiveness of your team. You’ll help shape the day-to-day delivery of high-end, consultative support for open source database technologies like MySQL, MongoDB, PostgreSQL, and Valkey/Redis. This is not a “call center” environment. Your engineers work on tough technical problems across a wide range of complex customer environments. You will guide, coach, and support them in solving these challenges, while ensuring they have the tools, processes, and culture they need to succeed. You will collaborate and coordinate with the Support management team and other departments to ensure operational excellence. What You Will Do - People & Team Leadership - Lead a high-performing team of Technical Support Engineers across time zones - Mentor and coach engineers through technical and non-technical challenges - Manage scheduling, coverage, escalations, and rotation planning - Promote accountability, learning, and consistency within your team - Operational Excellence - Drive continuous improvement in our operations and service delivery - Track KPIs such as SLA performance, response/resolution times, CSAT, and internal process adherence - Identify and address performance gaps through structured feedback and support - Partner with other supervisors and managers to ensure seamless global operations - Customer & Technical Quality - Oversee ticket quality, communication, and customer satisfaction - Participate in escalation handling, ensuring timely and effective outcomes - Promote knowledge sharing via documentation, internal mentoring, and retrospectives - Stay informed at a high level on relevant technologies and industry shifts Qualifications - Worked with open source technologies (especially databases like MySQL, PostgreSQL, MongoDB, or Valkey/Redis) - Supervised or participated in customer-facing teams in a high-expectation environment - Mentored others in both soft skills and technical troubleshooting - Balanced the needs of customers, employees, and company goals What Will Make You Stand Out - Comfort working across time zones and cultures - Prior experience as a Technical Support Engineer or DBA - Experience managing or leading remote or globally distributed teams - Strong technical depth in Linux and open source databases - Familiarity with Percona software such as PMM and related technologies Location & Travel This is a fully remote role. Work will occur primarily during European business hours. Occasional international travel (1–3 times per year) may be required for team meetings or events. Benefits - Flexible work hours and various paid time off programs - All your equipment for your remote office - Funds for career development (external training, certifications, conferences) - Ongoing connectivity allowances - Opportunity to participate in our equity incentive plan - Support for a healthy work/life balance through various programs - Social responsibility initiatives through our PAVE volunteering program and Women Transforming Technology

• Create awareness and interest in Percona solutions as a value add solution with prospects • Identify and communicate with appropriate key decision makers within prospective accounts • Deliver high-quality phone calls, emails, and social media messaging that will result in meeting/exceeding monthly goals • Nurture and manage leads until they are qualified as sales-ready • Proactively set up sales appointments for further discovery • Document all activity in our CRM system and provide the sales team with clear details on the prospect’s needs to ensure high-quality transition • Use advanced prospecting strategies (LinkedIn social selling, video messaging, account research & custom cadence creation, etc) to break into enterprise accounts