Support Supervisor - Remote

Overview

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.

In Short

• 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.
• Drive continuous improvement in our operations and service delivery.
• Track KPIs such as SLA performance, response/resolution times, CSAT, and internal process adherence.
• 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.
• Work with open source technologies (especially databases like MySQL, PostgreSQL, MongoDB, or Valkey/Redis).

Requirements

• 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.
• 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.

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.
• Participation in the PAVE volunteering program and Women Transforming Technology.