Global Support Engineer

Bachelor's degree or higher in computer science or a related field. 2-5 years of working experience in database technical support or related roles. Proficiency in the operational mechanisms and management of relational databases such as MySQL/Oracle. Experience with NoSQL, NewSQL, or related technologies is a plus. Familiar with Linux/Unix operating systems. Understanding of common database business system architectures. Strong experience in troubleshooting and handling major faults. Strong ability to learn quickly. Excellent problem analysis and resolution skills. Ability to work in a multi-threaded environment. Capable of handling urgent situations proactively. Excellent communication skills. Strong sense of work responsibility. Collaborative spirit within the team.

Diagnose database issues by collecting relevant logs and monitoring data. Determine root causes of customer problems and assist in issue resolution. Consult and collaborate with engineers within or across teams to address customer issues. Record key issues encountered to assist colleagues in enhancing products and improving support experiences. Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations.