Technical Customer Support Engineer (remote)

As a Technical Customer Support Engineer at ClickHouse, your main responsibilities include supporting and guiding users through chat, calls, and community interactions. You'll triage support tickets and assist with both pre- and post-sales activities. Collaborating closely with various teams, you'll help define user requirements, mentor colleagues, and deliver excellent customer service while building strong relationships with customers.

To qualify for the Technical Customer Support Engineer position at ClickHouse, you should have technical breadth in databases or cloud-native technologies like SQL and OLAP. Previous experience in roles like Support Engineer or Solutions Engineer is ideal. You should possess strong English communication skills, a mindset of teamwork, and a passion for solving challenging problems. Experience with ClickHouse or cloud platforms such as AWS, GCP, or Azure is a plus.

The work environment at ClickHouse is remote-first and highly collaborative. As a Technical Customer Support Engineer, you'll work from wherever you feel most comfortable while connecting with team members and customers globally. The company emphasizes open communication, curiosity, and continuous growth, fostering a culture where everyone can contribute to shaping the future.

Success for a Technical Customer Support Engineer at ClickHouse is defined by your ability to deliver exceptional customer support, build strong relationships, and effectively troubleshoot and resolve technical issues. By collaborating with different teams and contributing to user education through documentation and workshops, you will help ensure a smooth experience for our customers.

At ClickHouse, the Technical Customer Support Engineer role offers significant growth opportunities, including mentoring colleagues, learning about advanced technologies, and possibly transitioning into other roles within the organization. The company's commitment to employee development and open culture means you can continuously learn and become a key contributor to ClickHouse's success.

To manage a high volume of support tickets, prioritize them based on urgency and impact. Utilize ticketing systems to track progress, communicate proactively with users, and ensure timely resolutions. Show your organization skills and willingness to assist teammates in high-demand situations.

Discuss your background with ClickHouse or similar database technologies. Highlight specific projects or tasks that demonstrate your expertise, such as improving query performance or implementing data management best practices, ensuring to relate it back to how it prepares you for the role.

Talk about a specific instance where you encountered a challenging technical issue. Detail your problem-solving process, including research, collaboration with team members, and how you escalated the issue when necessary. Emphasize your determination and customer-focused mindset.

To ensure effective communication with remote clients, I adopt clear and concise communication strategies, use collaborative tools for real-time updates, and always ensure to confirm understanding. Tailoring communication style to the client’s needs fosters a better relationship and ultimately, enhances support.

Mention specific tools and methods you use for troubleshooting, such as performance monitoring tools, logging frameworks, and analytics solutions. Include how you utilize documentation and community forums as resources during the troubleshooting process.

When explaining complex concepts, I simplify the language and use analogies that are relatable. I focus on the user’s needs and relate the technical details back to how it benefits them, ensuring they grasp the functionality without overwhelming them with jargon.

My process for creating knowledge base articles includes identifying common issues users face, documenting step-by-step solutions, and validating the content with technical teams. I strive to keep the information clear and accessible, ensuring it addresses user needs.

During busy periods, I prioritize tasks based on urgency and user impact. I maintain a flexible mindset to adapt to changing situations while ensuring I provide timely solutions for critical cases. Communicating with the team about progress also helps manage expectations.

Share a specific experience where collaboration led to problem-solving, highlighting each team member's contributions and how you facilitated discussions. Emphasize the importance of teamwork and communication in achieving positive outcomes.

I am motivated by the satisfaction of solving user problems and helping them succeed. Being part of a collaborative environment where I can learn from others and share my knowledge drives me to continuously innovate and improve the support experience.