About the role
As a valued member of our Global Support team, your primary responsibility will be providing remote assistance to commercial customers in resolving TiDB/TiDB Cloud issues. You will play a crucial role in ensuring customer satisfaction by delivering effective and timely support. For fresh graduates, this role offers excellent opportunities of learning advanced database technology as well as knowing and understanding industrial customer scenarios in the field. It could be a great starting point for your career path.
Responsibilities
- Respond promptly to customer inquiries and provide professional technical assistance within service level agreements between PingCAP and commercial customers.
- Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution.
- Closely collaborate with engineers within the support team or across development/pre-sales teams to address customer issues.
- Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. Continuously enhance product knowledge and stay up-to-date with industry trends.
- Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations, ensuring excellent customer experience.
Qualifications
- Bachelor's degree or higher in Computer Science, Information Technology (IT) or a related field.
- Solid basic knowledge of computer science such as operating system/computer networking/data structure, etc. Proficiency in programming is a plus.
- Familiar with popular relational databases such as MySQL/Oracle DB/SQL Server, etc. Project experience with popular relational databases in school or internship is a plus. Experience with NoSQL, NewSQL, or related technologies is a plus.
- Passionate with database technology. Have a great interest in deep diving and understanding the underlying logic of a database product.
- Excellent communication skills in Chinese and English.
- Have a strong sense of accountability and responsibility. Work as a team player. Have an interest in helping commercial customers.
- Strong ability to learn quickly. Good logical thinking and problem-solving ability.
We encourage people from underrepresented groups to apply. Come advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. PingCAP also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at PingCAP.
