Remote Global Support Engineer

Summary

Join us as a valued member of our Global Support team and provide remote assistance to customers in resolving TiDB/TiDB Cloud issues.

Requirements

• Bachelor's degree or higher in computer science or a related field from a nationally accredited institution
• 3 years or more of 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