• Work directly 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. • Develop and deliver training. • Collaborate with Development resources to identify bugs and performance bottlenecks. • Serve as the primary point of contact to premium customers on priority engagements. • Manage and drive solutions for escalated issues. • Document solutions, procedures, and standards for customers as well as for internal use.

• Provide day-to-day IT support via deskside, telephone, and remote technologies. • Actively manage and priorities the IT support queue in line with agreed SLAs. • Deliver Joiner–Mover–Leaver (JML) processes including onboarding and offboarding activities. • Administer and support Microsoft 365 technologies including Entra ID, Exchange Admin, SharePoint Admin, Teams Admin, Intune, Licensing, Autopilot, and Privileged Identity Management. • Support hardware including Windows laptops, Macs, mobile devices, and meeting room equipment. • Maintain accurate IT asset records and lifecycle management processes. • Use ITSM tools to manage incidents, service requests, and knowledge articles, ensuring accurate categorisation, documentation, and closure. • Identify opportunities to improve services through automation, AI adoption, training, and knowledge management.

• Deliver outstanding technical support via emails and phone calls • Troubleshoot complex technical issues • Provide technical support with networking, cloud products • Escalate incidents clearly, including impact, timeline, and reproduction steps • Ensure smooth troubleshooting for customer events, while working closely with internal teams

Role Description We are seeking a Technical Support Engineer to join our growing Customer Support organization. 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. Key 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. Qualifications - 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. Logistics & Schedule - Work Hours: This position is aligned with early morning IST hours. - Weekend Schedule: This role requires weekend coverage. You will have two fixed, consecutive weekdays off (e.g., Tuesday-Wednesday). 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. Benefits - Work on cutting-edge database technology used by top enterprises worldwide. - Collaborative, growth-oriented team culture that values learning and innovation. - Flexible remote work environment with strong work-life balance. - Competitive compensation and benefits. Equal Employment Opportunity Statement As an equal opportunity employer, Yugabyte is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws.