Technical Customer Support Engineer

Who you are

• 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
• 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

What the job involves

• We are currently growing our support team at ClickHouse, which provides excellent service to our customers around the world
• We are seeking a 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 across EMEA, as well as more globally across the Americas, 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

Benefits

• Flexible work environment - ClickHouse is a globally distributed company and remote-friendly. We currently operate in 20 countries
• Healthcare - Employer contributions towards your healthcare
• Equity in the company - Every new team member who joins our company receives stock options
• Time off - Flexible time off in the US, generous entitlement in other countries
• A $500 Home office setup if you’re a remote employee
• Global Gatherings – We believe in the power of in-person connection and offer opportunities to engage with colleagues at company-wide offsites