Global Support Engineer

Summary

Join PingCAP's Global Support team as a key member providing remote assistance to customers resolving TiDB/TiDB Cloud issues. You will be crucial in ensuring customer satisfaction through effective and timely support. Responsibilities include diagnosing database issues, collaborating with engineers, recording key issues, and actively monitoring customer satisfaction. This role requires a Bachelor's degree in computer science or a related field, 3+ years of database technical support experience, proficiency in relational databases, Linux/Unix familiarity, and strong troubleshooting skills. Excellent communication and collaboration are essential. PingCAP values diversity and inclusion.

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
• 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

Preferred Qualifications

Experience with NoSQL, NewSQL, or related technologies