Senior Technical Customer Support Engineer -… at ClickHouse · APJ…

We are hiring for this role in Japan. Your exact location within the country does not matter as the role is not office-based. There will be onsite travel to provide in-person support to customers in Tokyo.

What you will be doing:

We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world. We hope to find you ready to take on a large variety of tasks related to our customers locally in Japan, as well as more regionally across APJ and EMEA. This is a customer-facing role that will include some onsite customer visits in Japan. You will be owning a wide variety of tasks: from support tickets to community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team on deeply technical aspects of POCs, 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 Japan!

Examples of projects you might contribute to:

• Work closely with the Support Services team, Engineering, and Product Management to help define functionality required by users and customers
• Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training
• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

• You will deliver excellent customer service as a front-line engineer and representative of ClickHouse. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreement ("SLA") on technical cases that are opened via a ticketing system, email, Slack, and/or phone
• You will build strong, trusted relationships with colleagues, customers, and partners

What you will bring along:

• Prior experience within a technical support organization
• Technical breadth and depth in relevant subjects, for example: ClickHouse DBMS or similar OLAP or SQL databases, experience with Cloud/SaaS platforms, Linux/Unix experience, experience with Kubernetes and containers, System or Network Administration experience
• Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment
• Strong written and verbal communication skills in both Japanese and English
• Experience in a customer-facing role that entailed pre- and post-sales support, solution or sales engineering, consulting, and/or training
• A mindset of teamwork, global engagement, empathy, and solving challenging problems
• A sense of adventure and urgency in building the most scalable, highest performing, largest, and fastest databases on the planet
• Self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Demonstrated success in collaborating with software developers, product managers, account representatives, and a user Community to deliver an amazing user and customer experience
• Passion for applying open-source software technology to massive data sets in order to solve complex questions and improve the world in which we live