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Support Escalation Engineer

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Location
Romania
PingCAP

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.

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About the job

Nov 6, 2024

Full-time

  1. RO Romania
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