Support Supervisor - EMEA

Percona’s Technical Support team handles some of the most challenging and rewarding database issues in the world. Our global team of open source database experts thrives on complexity and cares deeply about empowering our customers. We are looking for a Support Supervisor to help us lead and grow this capability even further.

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.

What You Will Do

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 satisf...