As a valued member of the Global Support team at TiDB, the Global Support Engineer will provide remote assistance to customers in resolving TiDB/TiDB Cloud issues. The role is crucial in ensuring customer satisfaction by delivering effective and timely support for a cloud-native, distributed SQL database used in mission-critical applications across various industries.
What You'll Do
- Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, 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.
What We're Looking For
- Bachelor's degree or higher in computer science or a related field from a nationally accredited institution
- Proficiency in the operational mechanisms and management of relational databases such as 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
- Excellent problem analysis and resolution skills
- Ability to work in a multi-threaded environment
- Capable of handling urgent situations proactively
- Excellent communication skills
- A strong sense of work responsibility
- Collaborative spirit within the team
Nice to Have
- Experience with NoSQL, NewSQL, or related technologies
- 2-5 years of working experience in database technical support or related roles
- Open to new graduates and experienced candidates
Technical Stack
- TiDB
- TiDB Cloud
- MySQL
- Oracle
- NoSQL
- NewSQL
- Linux
- Unix
Team & Environment
- Global Support team with cross-team collaboration
Benefits & Compensation
- Inclusive culture that draws passionate and dedicated people
- Opportunity to work at the forefront of innovation and growth
- Strong open-source community involvement (39,500+ stars on GitHub)
- Non-discrimination policy covering race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, and veteran status
- Prevention of subtle inappropriate behavior such as stereotyping
Work Mode
- Remote assistance to global customers
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. TiDB also strives to prevent subtle forms of inappropriate behavior (e.g., stereotyping) from gaining a foothold in the organization.
