Database Support Engineer

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PingCAP is one world-leading, one-stop, real-time HTAP database solution provider, and our mission is to build a database of the future, made by developers and for developers. Now our products TiDB have been trusted by large-scale industry leaders and adopted by over 2000 companies across different industries.

Our deep open-source community roots (37,000 stars on GitHub), innovative products, and inclusive culture are what draw passionate and dedicated people to our company.

About the role

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

This role involves shift rotations. Your work schedule will be divided equally between two time slots :

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