Global Support Engineer
Description For Global Support Engineer
PingCAP, a world-leading provider of real-time HTAP database solutions, is seeking a Global Support Engineer to join their team. This role is perfect for a passionate database professional who wants to make a significant impact in a growing, innovative company.
As a Global Support Engineer, you'll be at the forefront of customer satisfaction, providing remote assistance to resolve TiDB/TiDB Cloud issues. Your expertise in database technologies, particularly MySQL and other relational databases, will be crucial in diagnosing and solving complex problems.
Key responsibilities include:
- Diagnosing database issues through log analysis and monitoring
- Collaborating with cross-functional teams to address customer concerns
- Contributing to product improvement through issue documentation
- Actively managing customer satisfaction and expectations
The ideal candidate will have:
- A bachelor's degree in Computer Science or related field
- 3+ years of experience in database technical support
- Proficiency in relational databases, especially MySQL
- Strong Linux/Unix skills
- Excellent problem-solving and communication abilities
At PingCAP, you'll be part of a company with deep open-source roots (37,000+ GitHub stars) and an inclusive culture. You'll work with cutting-edge database technology trusted by over 2000 companies across various industries.
Join us in building the database of the future, made by developers, for developers. We value diversity and encourage applications from underrepresented groups. At PingCAP, we're committed to creating an environment free from discrimination and stereotyping, where everyone can advance and succeed.
Responsibilities For Global Support Engineer
- Diagnose database issues by collecting relevant logs and monitoring data, determining root causes, 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
Requirements For Global Support Engineer
- Bachelor's degree or higher in computer science or a related field
- 3 years or more of experience in database technical support or related roles
- Proficiency in operational mechanisms and management of relational databases (MySQL/Oracle)
- Familiarity with Linux/Unix operating systems
- Understanding of common database business system architectures
- Strong experience in troubleshooting and handling major faults
- Strong ability to learn quickly
- Excellent problem analysis and resolution skills
- Ability to work in a multi-threaded environment
- Capable of handling urgent situations proactively
- Excellent communication skills
- Strong sense of work responsibility
- Collaborative spirit within the team
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