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Senior Manager, Technical Support Engineering (remote)

United States (Remote)

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 globally, 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.  

Note: This role is remote, but you must be based in Canada or the United States.

We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world. We are seeking a technical Support Engineering Manager to build and grow a Support Engineering team working remotely in our AMER region.  We hope to find you ready to take on a large variety of tasks related to our customers locally in the US as well as more regionally across LatAM and AMER.  This is a customer-facing role that will include customer interactions via chat, calls, Slack messages, and virtual meetings over video. 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, leading and managing a team of support engineers, 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!

What Will You Do:

  • 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
  • You will represent ClickHouse and deliver excellent customer service as a manager and as an engineer, or what we call a "player/coach". Our Support Teams provides professional response 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 and provide 24x7 on-call for high-severity issues
  • You will 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

What you bring along:

  • 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
  • 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

The typical starting salary for this role in the US is

$100,000 - $170,000 USD

The typical starting salary for this role in US Premium Markets is

$115,000 - $185,000 USD

Compensation

For roles based in the United States, the typical starting salary range for this position is listed above. In certain locations, such as Los Angeles, CA, the San Francisco Bay Area, CA, the Seattle, WA, Area, and the New York City Metro Area, a premium market range may apply, as listed.

These salary ranges reflect what we reasonably and in good faith believe to be the minimum and maximum pay for this role at the time of posting. The actual compensation may be higher or lower than the amounts listed, and the ranges may be subject to future adjustments.

An individual’s placement within the range will depend on various factors, including (but not limited to) education, qualifications, certifications, experience, skills, location, performance, and the needs of the business or organization.

If you have any questions or comments about compensation as a candidate, please get in touch with us at paytransparency@clickhouse.com.

Perks

  • 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 – 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 our first 500 employees, you will be instrumental in shaping our culture. 

Are you interested in finding out more about our culture?  Learn more about our values here.  Check out our blog posts or follow us on LinkedIn 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 for our Privacy Statement.

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