Technical Customer Support Engineering Manager

Summary

Join ClickHouse's growing support team as a Technical Support Engineering Manager! Based remotely in Australia, you will build and lead a team of support engineers across APJ and EMEA regions. This customer-facing role involves managing support tickets, collaborating with various teams, and providing technical expertise. You'll be responsible for hiring, mentoring, and improving the support experience. The ideal candidate possesses people management experience in remote customer support, technical expertise in databases or related fields, and excellent communication skills. ClickHouse offers a remote-first work environment, healthcare contributions, stock options, flexible time off, a home office setup allowance, and opportunities for international mobility.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• 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)