Technical Customer Support Engineer (remote)

ClickHouse; Lacaussade; À distance; USD 45 000 - 75 000; Plein temps

Résumé du poste

An innovative company is seeking a Technical Support Engineer to join its global Support Engineering team. In this customer-facing role, you will provide exceptional service to users across the EMEA region and beyond. Your responsibilities will include triaging support tickets, developing solutions, and collaborating with various teams to enhance user experience. This role offers the opportunity to work in a flexible, remote-friendly environment, contributing to an open-source database system that empowers users to generate real-time analytical reports. If you are passionate about technology and customer service, this position is perfect for you.

Prestations

Flexible, remote-friendly work environment

Healthcare contributions

Equity through stock options

Flexible time off policies

$500 home office setup allowance

Opportunities for global gatherings

Qualifications

• Experience in support roles such as Support Engineer or Solutions Engineer.
• Strong communication skills and ability to work in a remote environment.

Responsabilités

• Supporting ClickHouse users through various channels including chat and calls.
• Collaborating with teams to define user requirements and improve processes.

Connaissances

SQL

Technical Support

Problem Solving

Communication

Empathy

Formation

Bachelor's Degree in Computer Science or related field

Outils

ClickHouse

AWS

GCP

Azure

Kafka

RabbitMQ

Description du poste

About ClickHouse

Established in 2009, ClickHouse leads the industry with its open-source column-oriented database system, driven by the vision of becoming the fastest OLAP database globally. The company empowers users to generate real-time analytical reports through SQL queries, emphasizing speed in managing escalating data volumes. Enterprises worldwide, including Lyft, Sony, IBM, GitLab, Twilio, HubSpot, and many more, rely on ClickHouse Cloud. It is available through open-source or on AWS, GCP, Azure, and Alibaba.

We are currently growing our support team at ClickHouse, providing excellent service to our customers around the world. We are seeking a Technical Support Engineer to join our global Support Engineering team. This role involves a variety of tasks related to our customers in the EMEA region, as well as North America and APJ. It is a customer-facing role involving interactions via chat, calls, Slack messages, and virtual meetings. Responsibilities include triaging support tickets, supporting the user community, assisting with pre- and post-sales activities, collaborating on technical POCs with our Go To Market team, and suggesting process improvements in Support.

What you will be doing:

1. Supporting and guiding ClickHouse users, customers, and prospects through cases, chat, Slack, community, and meetings.
2. Developing solutions based on ClickHouse Cloud and open-source ClickHouse, shared via documentation, knowledge bases, blogs, meetups, webinars, and training.
3. Collaborating with Support Services, Engineering, Go to Market, and Product Management teams to define user and customer requirements.
4. Mentoring, training, and sharing knowledge with colleagues, users, and customers.

And of course:

• Providing excellent customer service as a first-line technical engineer and representative of ClickHouse, ensuring responses within SLAs via ticketing systems, email, Slack, chat, and phone.
• Building strong, trusted relationships with colleagues, customers, and partners.

What you bring along:

• Technical expertise in ClickHouse open-source or Cloud, or relevant domains such as SQL databases, OLAP, cloud-native SaaS, distributed systems.
• Experience in roles like Support Engineer, Consultant, DBA, SRE, Solutions Engineer, Software Engineer, or Systems Engineer.
• Availability for high-quality 24x7 support in a global, distributed environment.
• Strong communication skills in English and ability to work remotely with reliable connectivity.
• Teamwork, empathy, problem-solving mindset, and a sense of adventure and urgency.
• Ability to build trusted relationships and a self-driven, curious attitude towards learning and growth.

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 like Kafka, Kinesis, Spark, RabbitMQ, etc.

Compensation:

For roles based in the United States, typical starting salary ranges are provided, with actual offers depending on experience, qualifications, skills, and location. For questions about compensation, contact [e-mail].

Perks:

• Flexible, remote-friendly work environment operating in 20 countries.
• Healthcare contributions.
• Equity through stock options.
• Flexible time off policies.
• $500 home office setup allowance.
• Opportunities for global gatherings and in-person engagement.

Culture - We All Shape It

As part of our first 500 employees, you will help shape our culture. Learn more about our values on our website, blog, or LinkedIn.

Equal Opportunity & Privacy

We provide equal employment opportunities and prohibit discrimination and harassment. See our Privacy Statement for more information.