Global Support Engineer

Summary

Join PingCAP's Global Support team and provide remote assistance to customers resolving TiDB/TiDB Cloud issues. Ensure customer satisfaction by delivering effective and timely support. Diagnose database issues, collecting relevant logs and monitoring data to determine root causes and assist in resolution. Collaborate with engineers to address customer issues and record key issues to improve products and support. Actively monitor customer satisfaction, identify concerns, and manage expectations. PingCAP offers a welcoming and inclusive environment, encouraging applications from underrepresented groups.

Requirements

• Bachelor's degree or higher in computer science or a related field from a nationally accredited institution
• We are open to new graduates and experienced candidates with 2-5 years of working experience in database technical support or related roles
• Proficiency in the operational mechanisms and management of relational databases such as MySQL/Oracle; experience with NoSQL, NewSQL, or related technologies is a plus
• Familiar with Linux/Unix operating systems, understanding of common database business system architectures, and strong experience in troubleshooting and handling major faults
• Strong ability to learn quickly, excellent problem analysis and resolution skills, and the ability to work in a multi-threaded environment; capable of handling urgent situations proactively
• Excellent communication skills, a strong sense of work responsibility, and a collaborative spirit within the team

Responsibilities

• Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution
• Consult and collaborate with engineers within the team or across teams to address customer issues
• Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences
• Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations