percona - Support Supervisor - EMEA

Remote - EMEA; Athens; Bucharest; Lisbon; Rome; Warsaw; Zagreb1mo ago

Remote EMEA Support Manager Technical Support Engineer MongoDB Valkey PostgreSQL Redis MySQL

Requirements

• · 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 • What Will Make You Stand Out • · 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 • Location & Travel • This is a fully remote role. Work will occur primarily during European business hours. Occasional international travel (1–3 times per year) may be required for team meetings or events.

Responsibilities

• 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