Senior Technical Customer Support Engineer - Japan

OpenKrill; United States; On-site; USD 35,000 - 41,000; Full time

Benefits offered by this job

Flexible work environment

Healthcare contributions

Equity in the company

Generous time off

Home office setup $500

Global gatherings

Job summary

ClickHouse is hiring a Support Engineer in Japan. The role is not office-based and offers a remote-friendly setup with onsite visits in Japan.

You will handle tickets, provide expert guidance, and collaborate with GTM on technical POCs while expanding ClickHouse presence regionally in APJ and EMEA. You should have strong bilingual Japanese/English communication, experience in technical support, and familiarity with ClickHouse or OLAP/SQL, Linux/Unix, and container technologies.

Qualifications

• Experience in a technical support organization.
• Knowledge of ClickHouse or OLAP/SQL databases.
• Experience with Cloud/SaaS platforms.
• Linux/Unix experience.
• Kubernetes and containers experience.
• Willingness to travel onsite in Japan.

Responsibilities

• Provide front-line customer support across tickets, email, Slack, and phone.
• Engage in pre- and post-sales activities and technical POCs with GTM teams.
• Develop solutions and share knowledge via docs, blogs, and trainings.
• Mentor colleagues and contribute to improving Support processes.
• Build strong relationships with customers, colleagues, and partners.

Skills

Tech support

Cloud/SaaS

Kubernetes

Communication skills

Bilingual JP/EN

Tools

Linux/Unix

Kubernetes

Job description

We are hiring for this role in Japan. Your exact location within the country does not matter as the role is not office-based, but we do have an office in Shibuya, Tokyo. Being locared in Tokyo is preferred but not required.

What you will be doing:

We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world. We hope to find you ready to take on a large variety of tasks related to our customers locally in Japan, as well as more regionally across APJ and EMEA. This is a customer-facing role that will include some onsite customer visits in Japan. You will be owning a wide variety of tasks: from support tickets to community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team on deeply technical aspects of POCs, 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 in Japan!

Examples of projects you might contribute to:

• Work closely with the Support Services team, Engineering, and Product Management to help define functionality required by users and customers
• Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training
• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

• You will deliver excellent customer service as a front-line engineer and representative of ClickHouse. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreement ("SLA") on technical cases that are opened via a ticketing system, email, Slack, and/or phone
• You will build strong, trusted relationships with colleagues, customers, and partners

What you will bring along:

• Prior experience within a technical support organization
• Technical breadth and depth in relevant subjects, for example: ClickHouse DBMS or similar OLAP or SQL databases, experience with Cloud/SaaS platforms, Linux/Unix experience, experience with Kubernetes and containers, System or Network Administration experience
• Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment
• Strong written and verbal communication skills in both Japanese and English
• Experience in a customer-facing role that entailed pre- and post-sales support, solution or sales engineering, consulting, and/or training
• A mindset of teamwork, global engagement, empathy, and solving challenging problems
• A sense of adventure and urgency in building the most scalable, highest performing, largest, and fastest databases on the planet
• Self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Demonstrated success in collaborating with software developers, product managers, account representatives, and a user Community to deliver an amazing user and customer experience
• Passion for applying open-source software technology to massive data sets in order to solve complex questions and improve the world in which we live

PERKS

• Flexible work environment - ClickHouse is a globally distributed company and remote-friendly. We currently operate in over 25 countries.
• 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 other countries.
• A USD$500 Home office setup if you’re a remote employee.
• Global Gatherings – We believe in the power of in-person connection and offer opportunities to engage with colleagues at company-wide offsites.

CULTURE - WE ALL SHAPE IT

As part of a rapidly scaling start-up, you will be instrumental in shaping our culture.

Are you interested in finding out more about our culture? Learn more about our values here https://clickhouse.com/company/careers. Check out our blog posts https://clickhouse.com/blog or follow us on LinkedIn https://www.linkedin.com/company/clickhouseinc/life/0c1ee7f4-2129-488d-b413-e7f6270659fd/?viewAsMember=true to find out more about what’s happening at ClickHouse.

EQUAL OPPORTUNITY & PRIVACY

ClickHouse provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type based on factors such as race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please see here https://clickhouse.com/legal/applicant-privacy-notice for our Privacy Statement.