Technical Customer Support Engineering Manager

Location

Bengaluru, Karnataka, India

Salary

45000 - 85000 a year (Indian Rupees)

Description

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 remotely in the Bengaluru region.  We hope to find you ready to take on a large variety of tasks related to our customers locally in India as well as more regionally across APJ and EMEA. 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 in India!

NOTE:  The expectation is that you will be available to work remotely from the Bengaluru area with a reliable internet connection from the hours of 11:30 to 20:30 India Standard Time Monday - Friday as well as participate in a weekly/weekend on call rotation.

What Will You Do:

• Team management of ClickHouse Support Team employees in the India region with empathy, excellence, and professionalism
• 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 in India
• 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

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Job type:

Remote job

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