Senior Technical Customer Support Engineer
J
JobgetherData Technology
Based in Brazil, 24x7 support coverageFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- AWSSQLGCPAzureClickhouseDistributed Systems
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.
Responsibilities
- 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.
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