Support Escalation Engineer

About the Role:

As a Support Escalation Engineer, you will be a pivotal figure providing comprehensive technical leadership across the spectrum for critical customer-facing challenges. Your role as an esteemed member of the support team will involve seamless collaboration with the Product and Development teams.

Responsibilities:

• Managing and resolving critical issue escalations in TiDB/TiDB Cloud promptly and effectively.
• Spearheading the enhancement of support capabilities and tools to optimize troubleshooting efficiency.
• Ensuring readiness for new TiDB/TiDB Cloud feature rollouts through meticulous preparation.
• Identifying and prioritizing top issues, while imparting valuable insights to the product and development units.

Qualifications:

• A Bachelor's degree or higher in Computer Science or a related field from a nationally accredited institution.
• A solid background of 8 or more years in database development, technical support, or relevant fields.
• Proficiency in operational methodologies and adept management of relational databases like MySQL or Oracle; familiarity with NoSQL, NewSQL, or related technologies is advantageous.
• Demonstrated ability to succinctly summarize solutions and disseminate knowledge effectively.
• Proficient in diagnosing complex issues, adept at pinpointing potential bugs or product-related challenges.
• Exceptional communication skills, coupled with a keen sense of work ownership and a collaborative ethos within the team dynamic.