About the Role:
As a Support Escalation Engineer, you will be a pivotal figure providing comprehensive technical leadership across the spectrum for critical customer-facing challenges. Your role as an esteemed member of the support team will involve seamless collaboration with the Product and Development teams.
Responsibilities:
- Managing and resolving critical issue escalations in TiDB/TiDB Cloud promptly and effectively.
- Spearheading the enhancement of support capabilities and tools to optimize troubleshooting efficiency.
- Ensuring readiness for new TiDB/TiDB Cloud feature rollouts through meticulous preparation.
- Identifying and prioritizing top issues, while imparting valuable insights to the product and development units.
Qualifications:
- A Bachelor's degree or higher in Computer Science or a related field from a nationally accredited institution.
- A solid background of 8 or more years in database development, technical support, or relevant fields.
- Proficiency in operational methodologies and adept management of relational databases like MySQL or Oracle; familiarity with NoSQL, NewSQL, or related technologies is advantageous.
- Demonstrated ability to succinctly summarize solutions and disseminate knowledge effectively.
- Proficient in diagnosing complex issues, adept at pinpointing potential bugs or product-related challenges.
- Exceptional communication skills, coupled with a keen sense of work ownership and a collaborative ethos within the team dynamic.
What We Do
PingCAP is a leading enterprise for distributed database, provides open source distributed database products, solutions and consulting, technical support and training certification services. It is committed to providing stable, efficient, safe, reliable, open and compatible new data service platform for global industry users, liberating enterprise productivity and accelerating digital transformation & upgrading.PingCAP's flagship project, TiDB, is an open-source, distributed Hybrid Transactional/Analytical Processing (HTAP) database that features horizontal scalability, strong consistency, and high availability with MySQL compatibility. It is trusted by global innovation leaders for mission-critical applications, such as Databricks, Dailymotion, Streak, Square, and Colopl.
PingCAP has donated two projects to CNCF: TiKV (TiDB’s storage engine) and Chaos Mesh (TiDB’s chaos testing tool). TiKV is a cloud-native distributed Key-Value store and now a CNCF graduated project. Chaos Mesh is a powerful chaos engineering platform for Kubernetes and now a CNCF sandbox project.
