Percona is hiring a Support Supervisor (APAC)

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 are looking for a Support Supervisor (APAC) to lead a team of Technical Support Engineers delivering high-end, consultative support for open source database technologies, focusing on operational excellence, technical quality of service, and team growth.

What You'll Do

• Lead a high-performing team of Technical Support Engineers across multiple 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.
• Track KPIs such as SLA performance, response and 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.
• 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.

What We're Looking For

• Experience working 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.
• Ability to balance the needs of customers, employees, and company goals.

Nice to Have

• 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.

Technical Stack

• MySQL
• MongoDB
• PostgreSQL
• Valkey/Redis
• Linux

Team & Environment

You will lead a group of Technical Support Engineers and report to a Support Manager.

Benefits & Compensation

• Flexible work hours and various paid time off programs.
• All equipment provided for your remote office.
• Funds for career development (external training, certifications, conferences).
• Ongoing connectivity allowances.
• Opportunity to participate in our equity incentive plan.
• Access to the Percona Adventure Team, Work-from-Anywhere, FlowDays, and FryDays.

Work Mode

This is a global, remote position open to candidates in the APAC region.

At Percona, we offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. We support being socially responsible through our PAVE volunteering program and Women Transforming Technology.