Senior Technical Customer Support Engineer

Accountabilities

• • Provide technical support and guidance to users, customers, and prospects through support cases, chat, Slack, community channels, calls, and meetings.
  • Troubleshoot and resolve technical cases while meeting established service-level agreements and maintaining a high standard of customer service.
  • Develop practical solutions involving open-source and cloud-based data technologies and turn learnings into reusable documentation, knowledge-base content, blogs, webinars, meetups, and training materials.
  • Support both pre-sales and post-sales activities, including technically complex proofs of concept and customer engagements.
  • Collaborate with Support, Engineering, Go-to-Market, and Product teams to communicate customer needs and help shape product functionality.
  • Build strong, trusted relationships with customers, partners, and internal stakeholders.
  • Mentor colleagues, share technical knowledge, and contribute to the development of the broader support engineering team.
  • Identify recurring issues, process gaps, platform limitations, and opportunities to improve support workflows and customer experience.
  • Provide support coverage according to the scheduling requirements of a global 24x7 support organization.
  • Contribute to continuous improvements in technical support practices, documentation, and knowledge sharing.

  Requirements

  • Previous experience in a technical customer-facing role such as Support Engineer, Solutions Engineer, Consultant, Database Administrator, Site Reliability Engineer, Software Engineer, or Systems Engineer.
  • Strong technical knowledge of ClickHouse or relevant domains such as SQL databases, OLAP, cloud-native SaaS, DBaaS, or distributed systems.
  • Hands-on experience with databases, data platforms, or related technologies, with the ability to investigate and resolve complex technical problems.
  • Strong communication skills and the ability to explain technical concepts clearly to customers and internal teams.
  • Ability to work effectively in a fully remote and globally distributed environment with reliable connectivity.
  • Availability to participate in the scheduling required to provide high-quality 24x7 support, including relevant coverage for customers across different regions.
  • Strong customer orientation, empathy, teamwork, and relationship-building skills.
  • Self-driven, curious, proactive, and comfortable taking ownership of challenging technical issues.
  • Commitment to continuous learning and the ability to adapt quickly to evolving technologies and customer requirements.
  • Nice to have: Experience with ClickHouse, open-source technologies, AWS, Azure, GCP, or data-pipeline technologies such as Kafka, Kinesis, Spark, or RabbitMQ.
  • Nice to have: Experience as an open-source user, community member, or contributor.

  Benefits

  • Fully remote work from Brazil.
  • Flexible work environment within a globally distributed organization.
  • Employer contributions toward healthcare, according to applicable local arrangements.
  • Equity or stock options for eligible team members.
  • Flexible time off or generous paid-time-off entitlement, depending on location.
  • Home-office setup allowance for remote employees, subject to applicable arrangements.
  • Opportunities to participate in global company gatherings and connect with colleagues in person.
  • Exposure to modern database, cloud, OLAP, distributed-systems, and data technologies.
  • Opportunities for technical learning, knowledge sharing, and professional growth.