ClickHouse is hiring a
Support Operations Manager

Summary

The job is for a Support Operations Manager at ClickHouse, a fast-growing company offering a high-performance columnar OLAP database management system. The role involves collaborating with support services and software engineering teams to drive efficiency and streamline processes within the cloud services market.

Requirements

• 5+ years of experience working in technology companies, start-up experience strongly preferred
• Past experience in a Support Ops or Support Engineer role or close working relationship with Support teams
• Current Salesforce Certified Admin or desire to become Salesforce Service Cloud certified

Responsibilities

• Be a thought leader in the support tooling space with a clear point of view on how new AI tools can help boost productivity
• Implement and maintain support tooling with demonstrated excellence in implementing Salesforce Service Cloud for automation and scale of Support functions
• Partner with VP Support Services to identify areas for process efficiency, develop subsequent business requirements, lead tool implementation efforts directly and in partnership with greater Operations’ team
• Partner with greater Operations and relevant Engineering teams (e.g., Control Plane) to troubleshoot and resolve bugs in current support processes
• Partner with broader Operations’ team leads (Sales Ops, Business Systems) to ensure that any process changes, automation designs or tool selections fit the overall GTM design
• Perform data hygiene checks of all Salesforce and Support Cloud Console and Learning data working with team to remedy where necessary
• Own all Support Services and Learning data analytics and hygiene, e.g., ensure data flows from relevant systems into Salesforce as the source of truth and ClickHouse’s data warehouse; develop meaningful reports, dashboards, and analysis using Salesforce, Excel, Superset, etc
• Build and maintain our documentation on support policies and processes to help enforce compliance and data quality
• Partner with Support leaders to codify knowledge and establish a repeatable enablement program for new hires

Preferred Qualifications

• Knowledge and experience of support tools (e.g. Salesforce, Drift, Thena, MatrixLMS etc.)
• Experience in basic data analytics (e.g., SQL, Excel, Tableau, Superset)
• Technical experience to be able to do basic development and troubleshooting, e.g., integrations / API (e.g., Mulesoft, JSON, JS, Typescript, etc.)
• Experience working as a consultant or start up environment where you’ve seen how many different organizations operate

Benefits

• Flexible work environment
• Healthcare. - Employer contributions towards your healthcare
• Equity in the company
• 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)