OceanBase-Global Technical Support Engineer – L2-OceanBase

岗位描述 / Responsibilities

Role Overview

As an L2 Technical Support Engineer for OceanBase serving global customers (Public Cloud / On-Premises / Hybrid Cloud), you will dive deep into the database product and core runtime mechanisms. You will identify root causes quickly through log/monitoring/tool-based analysis, deliver actionable solutions, and lead end-to-end resolution for high-priority production incidents (including escalation to Engineering and post-incident reviews), continuously improving customer satisfaction and product reliability.

Key Responsibilities

• L2 Ticket Handling & Technical Troubleshooting: Take escalations from L1 support and troubleshoot issues related to stability, performance, compatibility, upgrades, and migrations; provide clear resolutions or mitigation plans.
• Root Cause Analysis & Postmortems (RCA): Lead investigations for high-severity incidents; produce RCA reports, preventive measures, best practices, and knowledge base articles.
• Performance & Architecture Support: Provide SQL and execution plan analysis, configuration recommendations, capacity planning, and guidance on high availability and disaster recovery architectures (On-Prem/Cloud).
• Cross-Team Collaboration & Escalation: Drive issue resolution based on SLA and business impact; collaborate with Engineering/Product/Professional Services for bug isolation, patch validation, and version recommendations.
• Customer Enablement: Create operational documentation such as manuals, runbooks, and troubleshooting guides; deliver remote technical sessions/trainings when needed to enhance customer self-service capabilities.
• Voice of Customer / Quality Feedback Loop: Turn recurring issues into reproducible cases and actionable feedback; help improve observability, usability, and overall product quality.

岗位要求 / Requirements

Requirements

• Bachelor’s degree or above (Computer Science/Software/Networking preferred).
• 3+ years of experience in databases, backend engineering, infrastructure, or technical support. Experience with distributed databases or cloud-native databases is a plus.
• Strong expertise in at least one relational database (MySQL / Oracle / PostgreSQL / SQL Server / DB2, etc.), with solid SQL skills and proven troubleshooting experience.
• Proficiency in Linux/Unix operations and performance analysis; understanding of OS and networking fundamentals (CPU/Memory/I/O/Network stack); familiar with diagnostic tools such as top, vmstat, iostat, sar, strace, etc.
• Proficiency in one scripting/programming language (Python/Shell/Go/Java, etc.); able to build tools for log analysis, data collection, issue reproduction, and automated troubleshooting.
• Strong ability to operate under pressure: prioritize by severity and business impact, manage risk, and communicate clearly.
• English as a working language: capable of handling customer communication via tickets and producing professional technical documentation in English.

Preferred Qualifications

• Experience in enterprise-grade L2/L3 support, SRE, or DBA roles; familiarity with ticketing systems, SLA-driven workflows, escalation processes, and customer-facing communication.