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PingCAP is the fastest-growing enterprise subscription company our investors have ever seen. How are we growing so fast? We’re the company behind TiDB, the most advanced distributed SQL database for building modern transactional applications—and one of the most popular open-source databases on the planet (don’t take our word for it, check it out: https://github.com/pingcap/tidb). TiDB enables some of the world’s largest companies across technology, financial services, travel, Web3, and gaming to scale their business while keeping underlying infrastructure simple and cost-effective. We’re looking for talented and passionate team players who want to accelerate our growth while doing some of the best work of their careers. Join us as we build the database of the future!Our Team
The TSE team is built for Customer Success. We are driven by the desire to create exceptional support to all of our customers. We are a global team supporting AsiaPac, China, US and EMEA. We work closely and collaboratively to learn and grow, to create excellent customer support.
you will：
- Manage customer escalations while acting as the liaison between other internal organizations (Engineering, Sales, Product, etc.) and acting as management interface with the customer through onboarding, adoption, advocacy, and retention.
- Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedbackBe responsible for hiring, development, training, and skills management for a team of Technical Support Engineers, professional services and Technical Account Managers
- 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
- Continuously build strong relationships with our customers by delivering exemplary support and timely resolutions to issues impacting their business
you are ：
- A strong desire and aptitude to become a well-rounded support professional. PingCAP Support considers the service we deliver to be just as important as our core products
- A positive attitude towards feedback and continual improvement
- A willingness to give direct feedback to, and partner with, management to improve team operations
- A tenacity to bring calm and order to the often stressful situations during customer emergencies
- A mental capability to multi-task across many customer situations simultaneously
- Experience with web server, distributed system, load balancing and system monitoring
what you will gain at PingCAP
- Opportunity to build and shape a powerful, industry-changing database product from the get-go
- Working with a global team of passionate (and compassionate) developers, hackers, and open-source fanatics
- Competitive Salary
- And last but definitely not least, awesome, supportive coworkers with a great sense of humor!
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