Technical Support Manager

About PingCAP:

PingCAP is the fastest-growing enterprise subscription company our investors have ever seen. And how are we growing so fast? By building TiDB, a globally scalable hybrid transactional and analytical database and one of the most popular open source database in the world (don’t take our word for it, check it out: https://github.com/pingcap/tidb), which enables companies to painlessly scale their business while keeping the underlying infrastructure simple. Our product has been trusted and verified by web-scale application leaders and adopted by over 1000 users across industries. We’re being led by the best in the space—our founders were the original creators of TiDB. We’re looking for talented and amazing 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 for the future!

About The Role:

We are looking for a Technical Support Manager to lead our team of incredible Technical Support engineers distributed globally. Ideally, you’re focused on serving customers by caring deeply about their needs, frustrations, and overall satisfaction with their interactions with PingCAP. You recognize that the best way to do this is to invest in the well-being, personal development, and professional skill-set of your team. You’re motivated by seeing your people and your customers succeed and you care deeply about both. Values matter to you; you’re someone who enjoys solving challenging problems and who is driven to empower others to thrive and not be beholden to one playbook.

What we are looking for:

  • A problem solver who demonstrates good judgment when handling ambiguity.
  • A player coach with a mind for strategy and process, but who is not afraid to roll up their sleeves and help to solve challenging problems for customers directly.
  • At least 2+ years management experience. Experience leading a virtual team that spans geographical and cultural boundaries is a big plus.
  • A leader with experience working as part of an overlay team within a go-to-market organization or something similar.
  • Someone with a passion and knack for technology especially in the following areas:
  • Experience in technical support of databases (MySQL, Postgres, Oracle, MongoDB, etc) or big data systems (Kafka, Cassandra, Elasticsearch, Hadoop, Spark, etc)
  • Docker/Kubernetes knowledge a strong plus;
  • Experience in operating MySQL, Cassandra, Postgres and other transactional databases in a production environment is a strong plus;
  • Experience in operating databases in Kubernetes or public cloud environments is a strong plus;
  • Experience in a public cloud environment, e.g. AWS, Azure, Google Cloud Platform;
  • Minimum 3 years of experience in designing, building, testing, and maintaining enterprise software applications;
  • Someone who is always looking to streamline and simplify the way things are done.
  • Someone with a highly inclusive style who values and celebrates diversity within teams.
  • Bachelor’s degree in computer science strongly preferred;
  • Willingness to travel to customer sites.

What you will get to do:

  • Building and improving the current customer support systems and processes, increase efficiency, and plan for the future growth and support of PingCAP’s customer base.
  • Manage a team of technical support engineers who assist our customers
  • Hiring and training new employees while coaching and developing your existing team.
  • Fostering a strong culture of collaboration and customer empathy in your team.
  • Understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight PingCAP customers.
  • Managing the day to day operations of a team, ensuring high productivity, efficiency, and employee satisfaction.
  • Collaborating with other customer facing teams to ensure that your group is meeting the needs of customers, proactively addressing issues as they arise, and managing customer escalations when things sometimes go wrong.
  • Deliver quality service to customer's requests in a timely and professional manner;
  • Provide best practices guidance and support for architecting and building our customers specific solution;
  • Build required infrastructure to automate deployment pipeline;
  • Deliver application level root-cause analysis, suggesting code optimization,s and assist with integrations;
  • Coordinate enhancement and feature requests with product and engineering teams;

What you will gain:

  • Opportunity to build and shape a powerful, industry-changing database product from the get-go;
  • Working with a globally team of passionate (and compassionate) developers, hackers, and open-source fanatics;
  • Competitive salary;
  • Meaningful equity in a fast-growing enterprise startup;
  • Benefits to keep you happy and healthy:
    • Medical, dental, vision insurance
    • 401k retirement plan
    • Flexible paid time off
    • In-office catered lunch (every day), snacks, and drinks
    • Commuter benefits
    • Gym reimbursement
    • Employee referral bonus program
    • Awesome, supportive coworkers with a good sense of humor

Contact

PingCAP is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. Apply now by sending a cover letter and your latest resume to hire@pingcap.com.