该职位负责Cloud或DB产品全球客户的技术支持工作,请下拉了解Cloud与DB两个不同职位的要求。

工作时间根据美国夏/冬令时分为8:00~17:00或9:00~18:00,需英文流利  
 

About your future team:

In Pivotal Support, we are passionate about providing our software customers with the highest level of service. We work in small teams around the globe, supporting customers 24x7. We believe in doing the right thing and working at a sustainable pace typically 8 hours each day with occasional weekend support rotations.

We are also passionate about our people, building on individual strengths, and encouraging continuous learning and certifications. And, when you’re off work, we want you to relax, recharge, and refocus.

You may also watch the above video on Youku / 点击这里 到优酷观看以上视频

 

A typical day in this role:

To make sure your days are energized, Pivotal provides an open-plan office space, bringing together talented, like-minded support engineers who enjoy taking advantage of weekly Tech Talks, games, space to hang out, and enjoy a variety of snacks and beverages all day, every day (in Pivotal Corporate offices, a catered breakfast is served every weekday morning).

Team stand-ups bring everyone together for a video call, to check in on what’s ahead, and for the global team to hand off critical client issues.

Your days are full of opportunities to be helpful, learn, and share knowledge as you address customer challenges, note what you do to succeed, and share it with your colleagues.

We occasionally have weekend support rotations, and make sure people have time to relax and recharge. On Fridays, some Pivots meet for Whiskey Club or karaoke.

Duties and responsibilities

Analyze, diagnose, replicate, troubleshoot and resolve technical issues reported by customers using the Pivotal PaaS platform

Take ownership, manage and maintain status on support requests

Escalate unresolved issues that require more in-depth knowledge in a timely manner

Report and submit product defects and collaborate with Engineering to triage customer issues

Create and peer review knowledgebase articles and product documentation

Willing and able to learn new technologies


Cloud Platform Customer Support Engineer 

Required Skills and Experience:

Our team members are all familiar, skilled, and/or experienced in some of the following (we do not expect you to check everything on this list)

Linux and Windows operating systems, network administration, and networking protocols/functions (e.g., HTTP, HTTPS, SSL/TLS, SMTP, DNS)

IaaS/Cloud Infrastructure (e.g., Google Cloud Platform, Azure, AWS, OpenStack, vSphere, etc.)

Pivotal OSS technologies such as the Spring framework, RabbitMQ, Redis, Tomcat and Geode/Gemfire

Container technologies such as Docker or container orchestration tools like CoreOS, Docker Swarm, Kubernetes, etc

Software development practices and tools, git workflows, Continuous Integration/Continuous Delivery

Reading, understanding and making changes to moderately complex applications written in one of the following languages: Ruby, Python Rails, GO, NodeJS, and especially .NET and/or Java

Databases such as Postgres, MySQL and other NoSQL databases.

Desired Skills and Experiences:

Distributed Systems, Microservice architecture, Cloud Native applications

Active contributor to open source initiatives 

 

DB Customer Support Engineer

Desired Skills and Experiences:

Our team members are all familiar, skilled, and/or experienced in some of the following (we do not expect you to check everything on this list)

  • Bachelor or above degree in Computer Science or related field of studies.

  • Strong analytical, troubleshooting, and problem solving skills.

  • Experience supporting RDMBS (Oracle/SQL Server) and/or systems administration (Solaris/Unix/Linux) , AND be willing to learn those areas that are outside of current comfort zone.

  • Good Knowledge of SQL.

  • Experience with end-user Reporting/ETL tools (BO, Cognos, Informatica, etc) and large-scale data warehousing experience is desirable.

  • Scripting skills in Bash, Perl, Python or MapReduce - a plus.

  • Experience with MPP databases (Teradata, Netezza/Greenplum) or PostgreSQL/ is a plus.

  • Kubernetes knowledge and experience is a bonus.

  • Prior experience in customer-facing consulting or support skills.

  • Exceptional customer service and customer advocacy skills.

  • Excellent verbal and written communication skills.

  • Able to follow a process flow and handle calls per procedures.

  • Comfortable in administering Linux based environments.

  • Great English communication skills.

  • Comfortable facing customers and handling stress.

  • Enthusiasm and great attitude that fit into startup culture.

 

We really care about our employees and offer:

  • Pivotal offers a very competitive compensation package (Base Salary + a generous RSU program)
  • Benefits package (Death, Disability and medical health insurance)
  • Business travel health insurance for Pivotal employees.
  • Diversity of Leave Entitlements (including annual, parental, congratulatory, adoption leave and others)
  • Pension Plan
  • Global Fitness Reimbursement program allowance - We encourage our Pivots to a healthy lifestyle
  • Employee Assistance Program (EAP)
  • Professional annual development allowance
  • Access to our unique Headspace guided meditation - Free to Pivotal employees!

About our Shanghai Office:

Centrally located in Huangpu District, our Shanghai office recently moved into WeWork Overseas International Center. We are a short walk away from People’s Square as well as many historic and major cultural sites.

About Pivotal

Video

Pivotal Software, Inc. combines platform, tools, and methodology to help the world’s largest companies transform the way they build software and run their most strategic applications. Our technology is used by half of the Fortune 500 companies and developers to give software development and IT operations a strategic advantage. Founded in 2013, Pivotal unleashes software-developer productivity and creates an environment for innovation to scale, while fulfilling our mission to transform how the world builds software.

Our Values

  • Do the Right Thing
  • Do What Works
  • Be Kind

These are the values that our Pivots live by and form the cornerstone of the way we work, collaborate and help our customers transform the way they build software. 

Our way of working:

Agile, lean and domain driven design concepts are at the core of our process. We have a whole host of Pivotal Practices around reducing risk and getting value into the hands of users early. We are excited to teach these to you and innovate with you on their implementation. 

https://youtu.be/1sLCxd6CnlA

So, do you want to join the Pivotal family? All interested candidates please apply now!

To our recruitment friends: we are in no need of assistance, thank you.

 

Pivotal is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

 

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