Senior Global Support Engineer

PingCAP is one world-leading, one-stop, real-time HTAP database solution provider, and our mission is to build a database of the future, made by developers and for developers. Now our products TiDB have been trusted by large-scale industry leaders and adopted by over 2000 companies across different industries.

Our deep open-source community roots (32,000 stars on GitHub), innovative products, and inclusive culture are what draw passionate and dedicated people to our company. 

About the role

As a valued member of our Global Support team, your primary responsibility will be to provide remote assistance to customers in resolving TiDB/TiDB Cloud issues. You will play a crucial role in ensuring customer satisfaction by delivering effective and timely support.

Responsibilities

1. Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution.

2. Consult and collaborate with engineers within the team or across teams to address customer issues.

3. Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences.

4. Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations.

Qualifications

1. Bachelor's degree or higher in computer science or a related field from a nationally accredited institution.

2. 8 years or more of experience in database technical support or related roles.

3. Proficiency in the operational mechanisms and management of relational databases such as MySQL/Oracle; experience with NoSQL, NewSQL, or related technologies is a plus.

4. Familiarity with Linux/Unix operating systems, understanding of common database business system architectures, and strong experience in troubleshooting and handling major faults.

5. 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.

6. Excellent communication skills, a strong sense of work responsibility, and a collaborative spirit within the team.

We encourage people from underrepresented groups to apply. Come advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. PingCAP also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at PingCAP.