Remote Technical Support Engineer Intern

Summary

The job involves providing remote technical assistance to commercial customers with TiDB/TiDB Cloud issues, collaborating with the support team or other teams, recording key issues, enhancing product knowledge, and ensuring customer satisfaction. A bachelor's degree or higher in Computer Science, IT, or a related field is required, along with proficiency in programming, familiarity with popular relational databases, excellent communication skills in Chinese and English, and a strong ability to learn quickly.

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. Proficiency in programming is a plus
• Familiar with popular relational databases such as MySQL/Oracle DB/SQL Server, etc. Project experience with popular relational databases in school or internship is a plus
• Experience with NoSQL, NewSQL, or related technologies is a plus
• Passionate with database technology. Have a great interest in deep diving and understanding the underlying logic of a database product
• 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
• Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations, ensuring excellent customer experience