Technical Support Engineer

Summary

Join PingCAP's Global Support team as a remote support specialist for commercial customers using TiDB/TiDB Cloud. You will be responsible for promptly resolving customer issues, diagnosing database problems, collaborating with engineers, and documenting key issues to improve products and support. This role is ideal for recent graduates seeking to learn advanced database technology and gain valuable industry experience. Success in this position requires strong technical skills, excellent communication, and a passion for database technology. It offers a great career starting point.

Requirements

• Bachelor's degree or higher in Computer Science, Information Technology (IT) or a related field
• Solid basic knowledge of computer science such as operating system/computer networking/data structure, etc
• Excellent communication skills in Chinese and English
• Have a strong sense of accountability and responsibility. Work as a team player. Have an interest in helping commercial customers
• Strong ability to learn quickly. Good logical thinking and problem-solving ability

Responsibilities

• Respond promptly to customer inquiries and provide professional technical assistance within service level agreements between PingCAP and commercial customers
• Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution
• Closely collaborate with engineers within the support team or across development/pre-sales teams to address customer issues
• Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. Continuously enhance product knowledge and stay up-to-date with industry trends
• Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations, ensuring excellent customer experience

Preferred Qualifications

• Proficiency in programming
• Familiar with popular relational databases such as MySQL/Oracle DB/SQL Server, etc
• Project experience with popular relational databases in school or internships
• Experience with NoSQL, NewSQL, or related technologies
• Passionate with database technology. Have a great interest in deep diving and understanding the underlying logic of a database product