Technical Customer Support Engineering Manager

About ClickHouse

We are the company behind the popular open-source, high performance columnar OLAP database management system for real-time analytics.

ClickHouse works 100-1000x faster than traditional approaches.

By offering a true column-based DBMS, it allows for systems to generate reports from petabytes of raw data with sub-second latencies.

With an amazing community already adopting our open-source technology, we are now embracing our journey in delivering Cloud first solutions to delight our customers.

With top adopters such as Lyft, Cisco, and eBay - not only do our products work at lightning speed, so do we.

We are an open and collaborative company.

Our colleagues are curious, engaged and excited about what they do.

If you want to work in an environment where you can learn, grow, be an agent of change and have your voice heard - then please read on!

Note: This role is remote, but you must be based in Australia.

We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world.

We are seeking a technical Support Engineering Manager to build and grow a Support Engineering team working remotely in our APJ region. We hope to find you ready to take on a large variety of tasks related to our customers locally in Australia as well as more regionally across APJ and EMEA.

This is a customer-facing role that will include customer interactions via chat, calls, Slack messages, and virtual meetings over video.

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, leading and managing a team of support engineers, 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 expand our regional presence!

What Will You Do:

• Team management of ClickHouse Support Team employees in Tokyo, Australia, and Singapore. Leading 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

What you bring along:

• Previous experience as a people manager of remote and distributed customer support engineers
• 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

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

Compensation

This role offers cash compensation and a stock options grant.

For roles based in the United States, you can find above our typical starting salary ranges for this role, depending on your specific location.

The positioning of offers within a certain range depends on various factors, including: candidate experience, qualifications, skills, business requirements and geographical location.

If you have any questions or comments about compensation as a candidate, please get in touch with us at paytransparency@clickhouse.com.

Perks

• Flexible work environment - ClickHouse is a distributed company offering remote-first work to all employees
• 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 all countries.
• A $500 Home office setup if you’re a remote employee.
• Employee-driven international mobility- we enable you to relocate internationally if you wish (within certain countries and timelines and subject to role requirements, time zones and work permit considerations)

Culture - We All Shape It

As part of our first 500 employees, you will be instrumental in shaping our culture.

We look for candidates who are:

• Motivated by doing great work as part of a team :)
• Open to learning from others and sharing with others
• Team Players: helpful, resourceful, responsive
• Respectful and see feedback as an opportunity to grow

Are you interested in finding out more about our culture?

We are a one year old company therefore we are excited to be building it together at the moment.

Our first 500 employees are the culture shapers of our future.

Check out our blog posts or follow us on LinkedIn to find out more about what’s important to us, and to find out if you’d like to come and contribute to building our culture with us!

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