ClickHouse-posted 3 months ago
$100,000 - $170,000/Yr
Full-time • Manager
251-500 employees

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.

  • 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.
  • 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.
  • 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.
  • 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.
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