Technical Services Engineer

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 (32,000 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.

Please note that candidates MUST be in either Pacific or Central Standard Time Zones. We are currently not accepting applicants in Eastern Standard Time Zones.

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.

The annual anticipated base salary range for U.S. candidates for this role is USD $80k to $140k. Four zones are applied with different levels of the pay range. More details of the Geo Differential Pay Policy will be discussed during the HR conversation. The actual individual base pay will depend on various factors such as the complexity and responsibility of the role, work locations, job levels, and relevant experience and skills. This role is also eligible to participate in PingCAP's Bonus and Equity Plan, as well as our Sales Compensation Plan if it is a sales role. In order to comply with local legislation and provide greater transparency to candidates, we share base salary ranges on all US job postings regardless of desired hiring location. Please note that actual salaries may vary and fall outside of this range depending on factors such as a candidate's qualifications, geographic location, skills, experience, and competencies. Other benefits include health insurance, flexible vacation time, paid holidays, and parental leave. Salaries for candidates outside the U.S. will vary based on local compensation structures.