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.

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.

• 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.

We encourage people from underrepresented groups to apply. Come advance with us! In keeping with our values, no employee or applicant will face 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. PingCAP also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at PIngCAP.