Professional Services - Technical Support Engineer

2 days ago

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PingCAP

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Open Source • Distributed database • SQL database • Key-Value store • HTAP

501 - 1000 employees

Founded 2015

☁️ SaaS

💳 Fintech

🛍️ eCommerce

💰 Series B on 2021-11

Description

• Lead the implementation and deployment of database solutions at client sites. Configure databases, optimize performance, data migration, and ensure seamless integration with existing systems and applications. • Provide ongoing technical support to clients, including troubleshooting issues, resolving performance bottlenecks, and addressing system failures. Collaborate with internal teams to escalate and resolve complex technical issues promptly. • Engage with clients to understand their business objectives, challenges, and technical requirements. Provide expert guidance and recommendations on database architecture, configuration, and best practices. • Create comprehensive documentation, including installation guides, configuration manuals, and troubleshooting procedures, to assist clients in using and maintaining their database solutions effectively. • Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. • Work with the TAM, Pre-Sales, Support, and RD teams to ensure customer satisfaction and success.

Requirements

• Bachelor's degree or higher in computer science or a related field from a nationally accredited institution. • 3 years or more of 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. • Familiarity 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.