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Global Support Engineer

TiDBKuantan, Pahang, Malaysia

6 days ago

Job description

Join us as we scale our business by building on our tremendous success around the world. The TiDB team leverages a global footprint in the massive database market and offers TiDB Database and Database as a Service. TiDB is an open-source, cloud-native, distributed SQL database for elastic scale and real-time analytics. Large and high-growth organizations across financial services, logistics, gaming, e-commerce and software as a service have deployed and expanded their TiDB footprint on mission-critical applications. Our open-source community, innovative products and inclusive culture draw passionate and dedicated people to our company.

Role Overview

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

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.

Qualifications

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

We are open to new graduates and experienced candidates with 2-5 years of working experience in database technical support or related roles

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

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

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

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

We encourage people from underrepresented groups to apply. TiDB also strives to prevent 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. Whether blatant or hidden, barriers to success have no place at TiDB.

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Support Engineer • Kuantan, Pahang, Malaysia