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Support Escalation Engineer

extra holidays
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Romania

Offer summary

Qualifications:

BS/MS in Computer Science or related field, 8+ years in database development or support, Proficiency in MySQL, Oracle, operational methodologies, Solutions summarization, bug diagnosis skills.

Key responsabilities:

  • Resolve critical customer issues promptly
  • Enhance support capabilities and tools
  • Prepare for feature rollouts efficiently
  • Identify top issues and provide insights
PingCAP logo
PingCAP Computer Software / SaaS Scaleup https://www.pingcap.com/
501 - 1000 Employees
About PingCAP
Founded in 2015, PingCAP was born when three talented software engineers decided to build a new database system that was more scalable and reliable than MySQL. They also wanted a true open-source solution that would maintain MySQL compatibility, as they enjoyed the database’s rich ecosystem of tools and frameworks. What they didn’t know then is just how popular their creation would become. With over 33,000 GitHub stars, PingCAP’s flagship product, TiDB, is one of the world’s most adopted open-source distributed SQL databases. At its core, TiDB is the most advanced, open source, distributed database for building modern applications that are relentlessly elastic, versatile, and reliable. World-renowned organizations such as Databricks, Block, Pinterest, and Catalyst now trust TiDB to handle their business-critical workloads while freeing developers to build more features faster. As PingCAP continues to chart a course for TiDB, it’s partnered with such leading firms as Sequoia Capital, GGV Capital, Access Technology Ventures, Coatue Management, and others to help realize its mission: empower developers everywhere to distribute their data with speed, agility, and scale.
See more PingCAP offers

Job description

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.

    • Required profile

    Experience

    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.
    Are you interested?

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