Senior Manager, Technical Support Engineering

September 5

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ClickHouse

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SaaS • Enterprise • Artificial Intelligence

ClickHouse is a fast and resource-efficient real-time data warehouse and open-source database that is designed to deliver superior query performance for mission-critical and time-sensitive applications. It is available as a cloud service on major platforms like AWS, GCP, and Azure, with a "Bring Your Own Cloud" option and a wide range of integrations for seamless operation within diverse tech stacks. ClickHouse excels in real-time analytics, machine learning, business intelligence, and observability, making it an ideal choice for tasks such as financial services, fraud detection, and gaming analytics. It supports developer-friendly SQL operations, offers cost-effective storage solutions, and provides an open-source alternative to traditional databases. Companies like Sony, Lyft, Cisco, GitLab, and Twilio leverage ClickHouse for its scalability, efficiency, and ease of use.

51 - 200 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

📋 Description

• Team management of ClickHouse Support Team employees in Canada, USA, and LatAm. • 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, providing 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

🎯 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 • The ability to build trusted relationships with colleagues, customers, and partners • You are self-driven, curious, and eager to continuously learn and grow

🏖️ Benefits

• Flexible work environment - ClickHouse is a globally distributed company and remote-friendly. We currently operate in 20 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 $500 Home office setup if you’re a remote employee. • Global Gatherings – opportunities to engage with colleagues at company-wide offsites.