Support Supervisor, Percona
+ Equity
More information about location
Scaling, security & management for OS databases
Be an early applicant
Scaling, security & management for OS databases
201-500 employees
Be an early applicant
+ Equity
More information about location
201-500 employees
Company mission
To help users get the most out of open-source technology, without inflated fees or lock-ins.
Role
Who you are
- What You Have Done:
- 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
Desirable
- 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
What the job involves
- 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
- 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
- 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
Our take
Open-source technology brings a range of benefits such as agility and cost-effectiveness. And this makes it a prime target for businesses to add to their tech roster. However, these businesses often find themselves forced into software or contracts they do not need, in order to gain access to those that they do.
Percona provides unbiased, open-source database expertise, providing access to the tools necessary for anyone to turn their ideas into a viable business. Founded in 2006 to support consumers and users in the open-source community, the company now supplies enterprise-class support, services and software for open-source databases, both in on-premises and cloud environments.
Crucially, Percona's solutions enable its clients to develop with their customers’ needs. Clients pay for the advice and expertise provided, rather than for the company to unlock critical software features. And the company continues to evolve its offerings, for example by supplying packages focussed on enabling AI-readiness for enterprises.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (1 round)
Jan 2008
$1m
GRANT
Total funding: $1m
Company benefits
- Work remotely and choose the hours that suit you best
- Learning academy to encourage personal and professional growth
- Wellness counselling program and allowance to all Perconians
- Flow day dedicated to uninterrupted focus and productivity
- FryDays every quarter (a 3-day weekend to disconnect and enjoy life)
Company HQ
Bull Durham, Durham, NC
Leadership
Bennie Grant
(COO)Over 15 years of professional services, support and operational delivery experience. Prior to Percona, opened US operations for Mettoni, where they held Senior Services and Operational Leadership positions.
Peter Farkas
(CEO)Co-Founder and CEO at FerretDB. Has been building sustainable open-source projects and businesses for the last two decades, including at Cloudera and Altinity.
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