Senior Manager, Technical Support Engineering (Remote)

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