Senior Technical Customer Support Engineer

We are currently growing our support team at ClickHouse, which provides excellent service to our customers around the world. We are seeking a Senior Technical Customer Support Engineer to join our global Support Engineering team. We hope to find you ready to take on a variety of tasks related to our customers in North America, as well as more globally across the Americas, EMEA, and APJ regions when support is needed or coverage overlaps. This is a customer-facing role that will include interactions via chat, calls, Slack messages, and video meetings. You will be owning a wide variety of tasks: from triaging support tickets to user community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team with deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at ClickHouse. This is a great opportunity for someone ready to roll up their sleeves and help us continue to provide excellent customer support to our rapidly growing user base.

What you will be doing:

• Supporting and guiding our ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings

• Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training

• Work closely with our global Support Services, Engineering, Go to Market, and Product Management teams to help define functionality required by users and customers

• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers 

And of course:

• You will deliver excellent customer service as a first-line technical engineer and representative of ClickHouse. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreements ("SLAs") on technical cases that are opened via a ticketing system, email, Slack, chat, and/or phone

• You will build strong, trusted relationships with colleagues, customers, and partners

What you bring along:

• Technical breadth and depth in ClickHouse open-source or ClickHouse Cloud, or in domains relevant to ClickHouse, such as: SQL databases, OLAP, cloud-native SaaS, distributed systems

• Previous technical experience in roles such as Support Engineer, Consultant, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer

• Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment

• Strong communication skills and the ability to work fully remote with reliable connectivity

• A mindset of teamwork, global engagement, empathy, and solving challenging problems

• A sense of adventure and urgency in building the most scalable, high-performing, largest, and fastest databases on the planet

• The ability to build trusted relationships with colleagues, customers, and partners

• You are self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Experience with ClickHouse

• Experience with OSS and open-source technologies, as a user, community member, or contributor

• Experience with Azure, GCP, or AWS

• Experience with data pipelines such as Kafka, Kinesis, Spark, RabbitMQ, or others