Support Escalation Engineer

PingCAP Inc.; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

PingCAP Inc. is seeking a Support Escalation Engineer to lead technical support for critical customer challenges. This role involves collaboration with product and development teams, managing issue escalations, and enhancing support tools. Ideal candidates will possess a Bachelor's degree in Computer Science and extensive experience in database technologies.

Qualifications

• 6+ years in database development or technical support.
• Proficient in operational methodologies and relational databases.
• Ability to diagnose complex issues and summarize solutions.

Responsibilities

• Manage and resolve critical issue escalations in TiDB/TiDB Cloud.
• Enhance support capabilities and tools for troubleshooting.
• Prepare for new feature rollouts in TiDB/TiDB Cloud.

Skills

Communication

Problem Solving

Team Collaboration

Education

Bachelor's degree in Computer Science

Tools

MySQL

Oracle

NoSQL

NewSQL

Job description

Join us as we scale our business in NA/EMEA by building on our tremendous success around the world. The massive database market is going to double over the next few years (the IDC estimates it to be $119B+ by 2025) and PingCAP is a global player positioned as a major disruptor with TiDB Database and Database as a Service offering. TiDB is an open-source, cloud-native, distributed SQL database for elastic scale and real-time analytics. Large and high-growth organizations in markets as varied as financial services, logistics, gaming, e-commerce and software as a service have successfully deployed and expanded their TiDB footprint on mission-critical applications. Our strong open-source community roots (37,000+ stars on GitHub), innovative products and inclusive culture draw passionate and dedicated people to our company. Learn more about PingCAP careers and join our team to be at the forefront of innovation and growth.

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 6 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.

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.