Remote Information technology Jobs • MySQL

As a Support Escalation Engineer, you will provide technical leadership for critical customer-facing challenges. You'll collaborate with the Product and Development teams to resolve critical issue escalations in TiDB/TiDB Cloud. This role involves enhancing support capabilities and tools, ensuring readiness for new feature rollouts, and identifying top issues to provide insights to product and development.

Advise and handle support requests from enterprise customers on the PlanetScale platform. Become a customer-facing subject-matter expert, identifying product gaps and escalating them while participating in an on-call rotation for high-priority issues. Requires excellent debugging and communication skills and comfort delving into unfamiliar code.

As a key member of the Systems Administration team within Operations Engineering, you will be responsible for the administration and operations of the global cloud infrastructure that runs our SaaS product, ensuring the availability and efficiency of the server infrastructure. You will contribute to Configuration Management and Infrastructure as Code for ServiceNow’s global private cloud.