Support Engineer - China (Alibaba Cloud Strategic Accounts) 支持工程师 - 中国（阿里云战略客户）
About the role
About ClickHouse
Recognized on the 2025 Forbes Cloud 100 list, ClickHouse is one of the most innovative and fast-growing private cloud companies. With more than 3,000 customers and ARR that has grown over 250 percent year over year, ClickHouse leads the market in real-time analytics, data warehousing, observability, and AI workloads. The company’s sustained, accelerating momentum was recently validated by a $400M Series D financing round. Over the past three months, customers including Capital One, Lovable, Decagon, Polymarket, and Airwallex have adopted the platform or expanded existing deployments. These customers join an established base of AI innovators and global brands such as Meta, Cursor, Sony, and Tesla. We’re on a mission to transform how companies use data. Come be a part of our journey!
SUPPORT ENGINEER — CHINA (ALIBABA CLOUD STRATEGIC ACCOUNTS)
Location: Mainland China (remote) Department: Core Team / Support Engineering
About the Role
As a Support Engineer — China, you will be the front-line technical owner for some of our largest enterprise customers in China deploying ClickHouse on Alibaba Cloud. This is a hands-on, customer-facing role that sits at the intersection of database engineering and operations — closer in spirit to a senior DBA than a traditional helpdesk role. You will deliver excellent customer service as a representative of ClickHouse, providing professional response and guidance within the required Service Level Agreement (SLA) on technical cases opened via our ticketing system, email, IM, and/or phone. You will build strong, trusted relationships with customers, partners, and colleagues across our global Engineering, Cloud, and Core Database teams.
What You Will Do
- Own the full lifecycle of customer issues for ClickHouse strategic accounts on Alibaba Cloud in the China region — from intake and reproduction through to root-cause analysis, resolution, and post-incident follow-up.
- Triage, classify, and track incoming cases; identify recurring patterns across customers and feed them back into knowledge base articles, runbooks, and product feedback for our Core, Cloud, and Engineering teams.
- Diagnose and resolve issues spanning SQL and query performance, schema and table-engine design, replication and sharding, ingestion pipelines, materialized views, resource utilization, and cluster operations.
- Advise customers on ClickHouse best practices, capacity planning, and configuration tuning for workloads running on cloud infrastructure.
- Escalate complex or product-level issues through the appropriate channels to our global Core Database and Cloud Engineering teams, while remaining the single point of contact for the customer until resolution.
- Partner with the China Engineering Manager and the global Support organization to define SLAs, on-call rotations, and escalation paths suited to the China region.
- Contribute to internal tooling and documentation to improve the support experience for both customers and the team.