Technical Customer Support Engineer - EMEA

ClickHouse; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

ClickHouse is expanding its global Support Engineering team and seeks a Technical Customer Support Engineer. This customer-facing role supports users worldwide across multiple time zones via chat, Slack, calls, and video meetings.

You will triage tickets, build solutions for ClickHouse Cloud and Open-Source, create docs and trainings, and partner with Engineering, GTM, and Product Management to improve functionality. You will mentor colleagues and help maintain high SLAs.

Qualifications

• Broad technical knowledge of ClickHouse Open-Source or ClickHouse Cloud.
• Experience in customer-facing roles such as Support Engineer or Solutions Engineer.
• Strong written and spoken communication for global customers.
• Ability to work in a 24x7 global support environment.

Responsibilities

• Triaging support tickets and guiding customers across multiple regions.
• Develop solutions using ClickHouse Cloud and Open-Source for documentation and training.
• Collaborate with cross-functional teams to define required features and fixes.
• Mentor colleagues and share knowledge to uplift the support organization.

Skills

Strong communication

Remote work capability

Team collaboration

Tools

ClickHouse Open-Source

ClickHouse Cloud

Slack

Video meetings

Job description

We are currently growing our support team at ClickHouse, which provides excellent service to our customers around the world. We are seeking a Technical Customer Support Engineer to join our global Support Engineering team. We hope to find you ready to take on a variety of tasks related to our customers across EMEA, as well as more globally across the Americas, and APJ regions when support is needed or coverage overlaps. This is a customer-facing role that will include interactions via chat, calls, Slack messages, and video meetings. 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, 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 continue to provide excellent customer support to our rapidly growing user base.

What you will be doing:

• Supporting and guiding our ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings

• 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

• Work closely with our global Support Services, Engineering, Go to Market, and Product Management teams to help define functionality required by users and customers

• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

• You will deliver excellent customer service as a first-line technical engineer and representative of ClickHouse. Our Support Engineers provide professional response, on-call coverage, 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

• You will build strong, trusted relationships with colleagues, customers, and partners

What you bring along:

• Technical breadth and depth in ClickHouse open-source or ClickHouse Cloud, or in domains relevant to ClickHouse, such as: SQL databases, OLAP, cloud-native SaaS, distributed systems

• Previous technical experience in roles such as Support Engineer, Consultant, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer

• Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment

• Strong 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