We’re currently expanding the ClickHouse Support team, which provides excellent service to customers worldwide. We’re looking for a Technical Support Engineering Manager to build and lead a Support Engineering team remotely in the Bengaluru region. We hope to find someone who is ready to take on a wide range of tasks for customers in India, as well as more regionally across APJ and EMEA. This is a customer-facing role involving interactions via chat, calls, Slack messages, and video meetings. You will own a broad set of responsibilities, from triaging support tickets and supporting the user community, to assisting with both pre- and post-sales customer activities, working with our Go-To-Market team on technically deep POCs, leading and managing a team of support engineers, and recommending improvements to how we operate Support at ClickHouse. This is a great opportunity for someone ready to roll up their sleeves and help grow ClickHouse’s regional presence in India.

NOTE: You are expected to work remotely from the Bengaluru area with a reliable internet connection from 11:30 to 20:30 India Standard Time, Monday through Friday, and to participate in a weekly/weekend on-call rotation.

What you will do:
– Manage ClickHouse Support team employees in the India region with empathy, excellence, and professionalism
– Lead communication and collaboration with users, customers, and other ClickHouse teams and stakeholders to deliver a high-quality, fast, and diligent Support experience for ClickHouse Cloud and our open-source community
– Assist and guide ClickHouse users, customers, and prospects through cases, chat, Slack, community channels, and meetings
– Succeed in hiring and mentoring employees, while leveraging your ClickHouse technical expertise in a player-coach role
– Think and act strategically to improve the Support experience through innovation, change management, and growth
– Represent ClickHouse and deliver outstanding customer service as both a manager and an engineer (a “player/coach”). Our Support team provides expert responses and guidance within required Service Level Agreements (SLAs) for technical cases opened via ticketing systems, email, Slack, chat, and/or phone, and provides 24×7 on-call coverage for high-severity issues
– Lead and serve as a primary point of contact for critical and complex situations, including handling major customer escalations, delivering detailed feedback to product and engineering, and acting as a customer advocate and trusted voice to executive teams

What you bring:
– Prior experience as a people manager for remote and distributed customer support engineers in India
– Technical experience in roles such as Support Engineer, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer
– Proven experience in customer support within a SaaS organization (open-source experience is preferred)
– Strong technical breadth and depth in ClickHouse or relevant domains, including databases, OLAP, cloud-native SaaS, Docker, and Kubernetes
– Availability according to the schedule needed to deliver high-quality 24×7 global distributed Support
– Strong English written and verbal communication skills, and the ability to work fully remote with reliable connectivity
– A collaborative mindset with global engagement, empathy, and a drive to solve challenging problems
– A sense of urgency and adventure in building the most scalable, high-performing, largest, and fastest databases
– The ability to build trusted relationships with colleagues, customers, and partners
– Self-motivation, curiosity, and a continuous learning mindset

Bonus points:
– Experience with ClickHouse
– Experience with OSS/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 similar tools

$45,000 — $85,000/year