Provide remote assistance to customers in resolving TiDB/TiDB Cloud issues.
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.

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.

Global Support Engineer

Key skills