Global Services - Support Supervisor

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.

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

• 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

• 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

This is a fully remote role. Work will occur primarily during Americas business hours. Preferred locations include North America, South America, and Europe. Occasional international travel (1–3 times per year) may be required for team meetings or events.

Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.

Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including 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, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.

If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk!

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