Technical Services Engineer
PingCAP Remote in the West Coast or Central time zones in the USA or Canada Full-time
Responsibilities
- Provide Support Services to our customers using our flagship TiDB, the ecosystem tools and TiDB Cloud platform.
- Troubleshoot the deployment, upgrades and maintenance of the TiDB cluster both in our customer’s private and cloud environments.
- Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts
- Collaborate and share solutions with both customers and PingCAPers.
- Study and understand critical system components and large cluster operations.
- Participate in occasional weekend on-call roster for critical support needs.
- Continuously build strong relationships with our customers by delivering exemplary support and timely resolutions to issues impacting their business.
Qualifications
- Bachelor’s degree in Computer Science or a related field, Master’s degree is a plus.
- Experience in technical support of databases (MySQL, Postgres, Oracle, MongoDB, etc) and/or big data systems (Kafka, Spark, Hadoop, HBase, Cassandra, Elasticsearch, etc).
- Experience with Docker & Kubernetes.
- Established troubleshooting skills.
- 4+ years of experience with at least one of the following cloud platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP).
- A strong desire to increase your product and technology skillset; increase- your confidence supporting our products so you can help our customers succeed.
- Excellent verbal and written technical communication skills.
- Prior enterprise support experience in a technical environment strongly preferred.
- Experience with a highly-scalable, distributed, multi-node environment (10+ nodes).
- Experience working with code and script languages (Bash, PowerShell, Python, Golang, Rust).
- Working knowledge of application, server, and network security management concepts.
- Familiarity with virtual machine technologies.
- Knowledge of/experience with automated operations using Puppet, Ansible or SaltStack.
- Experience in operating MySQL, Cassandra, Postgres and other transactional databases in a production environment is a strong plus.
- Certification on any of the leading Cloud providers (AWS, Azure, GCP,) Docker and/or Kubernetes is a strong plus.
- Be hands on in fixing issues seen by PingCAP customers and contributing fixes back to the open source community.