Job Title: Technical Services Engineer

PingCAP is one world-leading, one-stop, real-time HTAP database solution provider, and our mission is to build a database of the future, made by developers and for developers. Now our products TiDB have been trusted by large-scale industry leaders and adopted by over 2000 companies across different industries.

Our deep open-source community roots (32,000 stars on GitHub), innovative products and inclusive culture are what draw passionate and dedicated people to our company. Join us as we scale our business in North America and EMEA by replicating our tremendous success around the world.

About The Role:

• • We are looking for an individual who has the passion, grit, work ethic and determination for making our customers successful.
  • Technical Services Engineers at PingCAP work at the intersection of our client services and engineering teams to drive customer success by helping them identify, then resolve their critical business issues.

Work life at PingCAP:

• • You will join a team of highly skilled engineers who are responsible for delivering PingCAP’s support services. Our Technical Services Engineers are active listeners who demonstrate empathy when customers encounter product issues. In our fun and collaborative environment, Technical Services Engineers develop strong business, interpersonal, and technical skills to deliver high-quality service to our valued customers.

On your first day, we’ll want you to show up with:

• • 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

In this position you will…

• • 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

In this position, you should have…

• • 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 sets you apart…

• • 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

What you will gain…

• • 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
  • Meaningful equity in a fast-growing enterprise startup
  • Medical, dental, vision insurance
  • 401k retirement plan
  • Flexible paid time off
  • Daily in-office catered lunch, snacks and drinks
  • Commuter benefits
  • Gym reimbursement
  • Employee referral bonus program
  • And last but definitely not least, awesome, supportive coworkers with a great sense of humor!

The right person in this role has an opportunity to make a huge impact at PingCAP and add value to our future decisions. If this position has piqued your interest and you have what we described – we urge you apply! An adventure in the future of data awaits.

The annual anticipated base salary range for U.S. candidates for this role is USD $80k to $140k 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.