About the role
As a valued member of our Global Support team, your primary responsibility will be providing remote assistance to commercial customers in resolving TiDB/TiDB Cloud issues. You will play a crucial role in ensuring customer satisfaction by delivering effective and timely support. For fresh graduates, this role offers excellent opportunities of learning advanced database technology as well as knowing and understanding industrial customer scenarios in the field. It could be a great starting point for your career path.
Responsibilities
1, Respond promptly to customer inquiries and provide professional technical assistance within service level agreements between PingCAP and commercial customers.
2, Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution.
3, Closely collaborate with engineers within the support team or across development/pre-sales teams to address customer issues.
4, Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. Continuously enhance product knowledge and stay up-to-date with industry trends.
5, Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations, ensuring excellent customer experience.
Qualifications
1, Bachelor's degree or higher in Computer Science, Information Technology (IT) or a related field.
Solid basic knowledge of computer science such as operating system/computer networking/data structure, etc.
2, Proficiency in programming is a plus.
3, Familiar with popular relational databases such as MySQL/Oracle DB/SQL Server, etc. Project experience with
4, popular relational databases in school or internships is a plus. Experience with NoSQL, NewSQL, or related technologies is a plus.
5, Passionate with database technology. Have a great interest in deep diving and understanding the underlying logic of a database product.
6, Excellent communication skills in Chinese and English.
7, Have a strong sense of accountability and responsibility. Work as a team player. Have an interest in helping commercial customers.
8, Strong ability to learn quickly. Good logical thinking and problem-solving ability.
Top Skills
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.
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