A Little About Us EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com Job Summary: As a Support Engineer II you will be a part of our Support Services team that is 100% Remote working on a global team. You will be responsible for maintaining and managing Postgres databases, partnering closely with our clients by providing guidance, support and execution following best practices. What your impact will be: - Work with customers to provide in-depth technical troubleshooting and recommend appropriate workaround(s) and solutions for all EDB product lines and open-source PostgreSQL products. - Collaborate with and mentor junior and mid-tier support engineers to triage issues. - Create reproducible test cases, file development requests, and offer patches when possible. - Collaborate with development resources, many of whom are core members and major contributors to the PostgreSQL community, to identify bugs and performance bottlenecks - Serve as the primary point of contact to premium customers on priority engagements. - Document solutions, procedures, and standards for customers as well as for internal use. What you will bring: - 5+ years of significant experience with PostgreSQL, as well as experience with Oracle, MySQL, MongoDB, or equivalent knowledge - Bachelor's degree in Computer Science or equivalent knowledge - Working knowledge of PostgreSQL third-party tools (i.e., pgpool, patroni, pgbouncer, etc.) - Outstanding English communication skills (both written and verbal) - Strong problem-solving skills for abstract and complex issues - Quick-thinking, able to work well under pressure - Adept at documenting efforts, actions, and results - Experience liaising with Engineering teams What will give you an edge: - Technical Support experience - Experience with machine learning and AI - Recent working experience with Microsoft.NET, Java and/or C/C++ - Experience with Oracle or SQL Server - Experience with Docker, OpenShift & Kubernetes - Experience with Amazon Web Services and RDS - Experience with Microsoft Azure EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits. We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply! EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity. EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee. #LI-Remote

• Develop a comprehensive understanding of the Bridgeway products and services to efficiently triage and resolve client issues. • Serve as the main point of contact for customer inquiries and requests. • Log, track, and manage customer tickets from intake to completion. • Collaborate with internal teams and customer stakeholders to diagnose and respond to questions in a timely manner. • Develop and maintain relationships with customers by providing outstanding customer experience that leads to contract renewal and expansions. • Analyze, research, and consult with subject matter experts to resolve software issues.

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer. • Timely reaction to calls alerts. • Following support procedures and participation in procedures improvement. • Acknowledging alerts from the OpsGenie. • Creating tickets. • Implementing fixes of L1/L2 level according to pre-defined procedures.

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to L2 Engineer. • Timely reaction to calls and alerts • Following support procedures and participation in procedures improvement • Acknowledging alerts from the OpsGenie • Creating tickets • Implementing fixes of L1/L2 level according to pre-defined procedures