Database Support Engineer | 中文双语数据库技术支持 （L2）

Salary: RM 6,000 – RM 8,000 per month

We are looking for English and Chinese-Speaking candidates to join our Global Technical Support team to 7*24 on-call support Asian enterprise customers using OceanBase database products. DBA experience is a plus.

About the Role

As a Senior Technical Support Engineer, you will not only handle standard technical support issues but also take ownership of complex database troubleshooting, production incident resolution, escalations, and cross-functional collaboration. You will work closely with Support, Product Engineering, R&D, Professional Services, and Customer Success teams to deliver high-quality support to global customers. As a core technical contributor, you will deeply engage in analyzing and resolving issues related to OceanBase distributed database environments and continuously drive the team’s technical capability forward.

Key Responsibilities

• Provide advanced technical support for OceanBase database products to global enterprise customers via ticketing systems and other remote support channels.

• Lead technical troubleshooting and service recovery for high-priority production incidents, drive complex issues to closure, and produce Root Cause Analysis (RCA) reports.

• Collaborate with Product and Engineering teams on issue escalation, defect confirmation, patch validation, and fix rollout, providing timely updates to customers and internal stakeholders.

• Document and consolidate troubleshooting experience, known issues, workarounds, and resolutions for complex cases to continuously improve the knowledge base and support processes.

• Identify product defects and improvement opportunities, and collaborate with Product and Engineering teams to drive continuous product enhancement.

• Mentor junior engineers to improve their problem analysis, ticket handling, and escalation quality.

Requirements

• Bachelor’s degree or above in Computer Science, Information Technology, Software Engineering, Data Engineering, or a related field.

• 3+ years of experience in DBA, database technical support, production support, system administration, SRE, or related roles.

• Solid understanding of relational database principles, including transactions, indexing, locking, execution plans, backup/recovery, replication, and high availability.

• Proficient in SQL and database design, with strong skills in both SQL-level and overall database performance tuning.

• Strong capabilities in log analysis, problem isolation, troubleshooting, and root cause analysis.

• Solid Linux knowledge, command-line troubleshooting skills, and system resource analysis ability.

• Good customer service mindset and teamwork spirit.

• Good written and spoken English communication skills, with the ability to support global customers and collaborate across regions.

• Able to provide 24×7 emergency response support for critical production incidents when required.

Preferred Qualifications

• Hands-on support, operations, or administration experience with enterprise databases such as OceanBase, Oracle, DB2, MySQL, PostgreSQL, or SQL Server.

• Background in database vendors, enterprise software companies, cloud providers, or infrastructure technology companies is a plus.

• Experience in technical support, operations, customer delivery, or production support in mission-critical industries such as banking, payments, securities, fintech, or telecommunications is a plus.

• Experience with distributed databases or distributed systems is a plus.

• Familiarity with Shell, Python, or SQL scripting for automation, diagnostics, or bulk analysis.

• OceanBase certification, vendor database certification, or ITIL Foundation certification is a plus.

Work Schedule

• Required to provide 24×7 on-call support based on business needs.

• Fully Remote (WFH) when Night Shift Working Hours.

• Expected to support emergency incident response outside normal business hours when needed.