Technical Customer Support Engineering Manager (remote) at ClickHouse

ClickHouse is seeking a Technical Customer Support Engineering Manager to lead and grow a remote Support Engineering team in the APJ region. This role involves customer interactions via chat, calls, Slack, and video meetings. The Manager will triage support tickets, support the user community, assist with pre- and post-sales activities, partner with the Go To Market team, manage support engineers, and suggest improvements to support processes.

The role involves:

• Team management of ClickHouse Support Team employees in Tokyo, Australia, and Singapore.
• Leadership in communications and collaboration with users, customers, and other ClickHouse teams and stakeholders.
• Supporting and guiding ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings.
• Improving the Support experience through innovation, change management, and growth.
• Representing ClickHouse and delivering excellent customer service.
• Handling critical escalations with customers.
• Providing high-fidelity feedback to product and engineering.

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.
• Experience within a customer support organization for a SaaS company.
• Technical breadth and depth in ClickHouse or domains relevant to ClickHouse, such as: databases, OLAP, cloud native SaaS, Docker, Kubernetes
• 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

ClickHouse offers:

• Flexible work environment
• Healthcare contributions
• Equity in the company
• Flexible time off
• Home office setup stipend ($500)
• Employee-driven international mobility