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.
