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.
