Senior Manager, Technical Support Engineering (remote)

ClickHouse

148d • $100,000 - $170,000

About The Position

ClickHouse is seeking a technical Support Engineering Manager to build and grow a Support Engineering team working remotely in the AMER region. This role involves managing a team that provides excellent service to customers globally, including customer interactions via chat, calls, Slack messages, and virtual meetings. The manager will be responsible for a variety of tasks, including triaging support tickets, user community support, assisting with pre- and post-sales customer activities, and leading a team of support engineers. The position requires a hands-on approach to improve the Support experience and expand ClickHouse's regional presence.

Requirements

• Previous experience as a people manager of remote and distributed customer support engineers.
• Technical experience in roles such as Support Engineer, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, or Systems Engineer.
• Proven experience in a customer support organization for a SaaS company; Open Source Software experience is preferred.
• Technical breadth and depth in ClickHouse or relevant domains such as databases, OLAP, cloud native SaaS, Docker, Kubernetes.
• Availability to deliver high-quality 24x7 Support in a global, distributed environment.
• Strong written and verbal English communication skills.
• Teamwork mindset, global engagement, empathy, and problem-solving skills.
• Self-driven, curious, and eager to continuously learn and grow.

Nice To Haves

• Experience with ClickHouse.
• Experience with OSS and open-source technologies.
• Experience with Azure, GCP, or AWS.
• Experience with data pipelines such as Kafka, Kinesis, Spark, RabbitMQ, or others.

Responsibilities

• Manage ClickHouse Support Team employees in Canada, USA, and LatAm.
• Lead communications and collaboration with users, customers, and other ClickHouse teams to deliver high-quality support.
• Support and guide ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings.
• Demonstrate success in hiring and mentoring employees while showcasing ClickHouse technical expertise.
• Strategically improve the Support experience through innovation and change management.
• Represent ClickHouse in customer service as a manager and engineer.
• Handle critical escalations with customers and provide feedback to product and engineering teams.

Benefits

• Flexible work environment - remote-friendly.
• Employer contributions towards healthcare.
• Equity in the company - stock options for new team members.
• Flexible time off in the US and generous entitlement in other countries.
• $500 Home office setup for remote employees.
• Opportunities for in-person connection at company-wide offsites.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees