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Technical Customer Support Engineering Manager
September 5
Description
• Team management of ClickHouse Support Team employees in the India region with empathy, excellence, and professionalism • Leadership in communications and collaboration with users, customers, and other ClickHouse teams and stakeholders to deliver a high quality, fast, and diligent Support experience for both our employees and our users and customers in ClickHouse Cloud and our open-source community • Supporting and guiding our ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings • Demonstrate success in hiring and employee mentoring as well as ClickHouse technical expertise in a player-coach role • Think and execute strategically to improve the Support experience for our employees and users through innovation, change management, and growth • You will represent ClickHouse and deliver excellent customer service as a manager and as an engineer, or what we call a "player/coach". Our Support Teams provides professional response 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 and provide 24x7 on-call for high-severity issues • You will lead and be a primary point of contact for important and sometimes challenging situations, such as handling critical escalation with customers, providing high-fidelity feedback to product and engineering, and acting as a customer advocate and respected voice of input to our executive teams
Requirements
• Previous experience as a people manager of remote and distributed customer support engineers in India • Previous technical experience in roles such as Support Engineer, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer • Proven experience within a customer support organization for a SaaS company. Open Source Software experience is preferred. • Technical breadth and depth in ClickHouse or domains relevant to ClickHouse, such as: databases, OLAP, cloud native SaaS, Docker, Kubernetes • Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment • Strong written and verbal English 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
Benefits
• Flexible work environment • Healthcare • Equity in the company • Time off • A $500 Home office setup • Employee-driven international mobility
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