Global Support Engineer
Description For Global Support Engineer
PingCAP, a leading provider of real-time HTAP database solutions, is seeking a Global Support Engineer to join their remote team. With over 37,000 stars on GitHub and a strong open-source community presence, PingCAP has developed TiDB, a trusted database solution used by more than 2000 companies across various industries.
As a Global Support Engineer, you'll be instrumental in providing remote assistance to customers using TiDB/TiDB Cloud. Your role will focus on diagnosing and resolving database issues, collaborating with cross-functional teams, and ensuring exceptional customer satisfaction. You'll work with monitoring data and logs to determine root causes of problems and implement effective solutions.
The ideal candidate brings 3+ years of database technical support experience, strong proficiency in relational databases like MySQL/Oracle, and thorough knowledge of Linux/Unix operating systems. You should have excellent problem-solving abilities, strong communication skills, and thrive in a fast-paced environment handling multiple priorities.
PingCAP offers a collaborative and inclusive work environment, welcoming people from all backgrounds. The company is committed to preventing discrimination and maintaining a workplace free from barriers to success. This role provides an opportunity to work with cutting-edge database technology while contributing to the success of a growing global company.
Responsibilities For Global Support Engineer
- Diagnose database issues by collecting 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 related field
- 3+ years experience in database technical support or related roles
- Proficiency in operational mechanisms and management of relational databases (MySQL/Oracle)
- Familiar 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 and excellent problem analysis skills
- Excellent communication skills and strong sense of work responsibility
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