Global Support Engineer

TiDB; Malaysia; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading database solutions provider in Malaysia seeks a member for their Global Support team to provide remote assistance for TiDB issues. The role involves diagnosing database problems, collaborating with engineers, and ensuring customer satisfaction. Ideal candidates will have a degree in computer science and 2-5 years of technical support experience. This position values communication skills and a collaborative approach.

Qualifications

• Degree from a nationally accredited institution.
• 2-5 years of experience in database technical support or related roles.
• Proficiency in managing relational databases like MySQL/Oracle.

Responsibilities

• Diagnose database issues and assist customers in resolution.
• Consult with engineers to address customer issues.
• Record key issues to enhance product and support experiences.
• Monitor customer satisfaction and manage expectations.

Skills

Database technical support

MySQL knowledge

Linux/Unix proficiency

Problem analysis and resolution

Collaboration

Education

Bachelor's degree in computer science or related field

Tools

NoSQL technologies

NewSQL technologies

Job description

Join us as we scale our business by building on our tremendous success around the world. The TiDB team leverages a global footprint in the massive database market and offers TiDB Database and Database as a Service. TiDB is an open-source, cloud-native, distributed SQL database for elastic scale and real-time analytics. Large and high-growth organizations across financial services, logistics, gaming, e-commerce and software as a service have deployed and expanded their TiDB footprint on mission-critical applications. Our open-source community, innovative products and inclusive culture draw passionate and dedicated people to our company.

Role Overview

As a valued member of our Global Support team, your primary responsibility will be to provide remote assistance to customers in resolving TiDB/TiDB Cloud issues. You will play a crucial role in ensuring customer satisfaction by delivering effective and timely support.

Responsibilities

• Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution.
• Consult and collaborate with engineers within the team or across teams to address customer issues.
• Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences.
• Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations.

Qualifications

• Bachelor\'s degree or higher in computer science or a related field from a nationally accredited institution
• We are open to new graduates and experienced candidates with 2-5 years of working 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
• Familiar 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

We encourage people from underrepresented groups to apply. TiDB also strives to prevent 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. Whether blatant or hidden, barriers to success have no place at TiDB.