Global Technical Support Leader

13 hours ago

Batangas, Calabarzon, Philippines beBeeDatabase Full time $100,000 - $120,000
Job Description

We are seeking a seasoned leader to spearhead our global Technical Support team. As a Support Supervisor, you will be responsible for driving operational excellence, technical quality of service, and the growth and effectiveness of your team.

Your engineers will work on complex customer environments, tackling tough technical problems that require innovative solutions. You will guide, coach, and support them in solving these challenges, while ensuring they have the tools, processes, and culture they need to succeed.

Collaboration and coordination with the Support management team and other departments will be key to ensuring seamless global operations.

You will track key performance indicators such as SLA performance, response/resolution times, CSAT, and internal process adherence. Identifying and addressing performance gaps through structured feedback and support will also be an essential part of your role.

Responsibilities
  • 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.
  • Drive continuous improvement in our operations and service delivery.
Required Skills and Qualifications
  • Strong technical depth in Linux and open source databases.
  • Familiarity with Percona software such as PMM and related technologies.
  • 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.
Benefits

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, paid time off programs, equipment for your remote office, funds for career development, ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan.

We also prioritize work-life balance with initiatives such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. Additionally, we support social responsibility through our PAVE volunteering program and Women Transforming Technology.

Others
  • This role reports to a Support Manager.
  • Percona is a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries.
  • The Seniority Level for this position is Mid-Senior Level.
  • The Employment Type for this position is Full-time.
  • The Job Function for this position is Information Technology.
  • The Industry for this position is Software Development.

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