[Hiring] Database Technical Support Engineer @TiDB

Role Description

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.
• Fluent in writing and speaking in both Chinese and English is a must.
• 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.

Benefits

• This job can work remotely within Malaysia, not necessarily in Selangor, MY.
• We encourage people from underrepresented groups to apply.