Support Engineer - China (AliBaba Cloud Strategic Accounts) 支持工程师 - 中国（阿里云战略客户）
ClickHouse3 months ago
Remote, ChinaSenior
Responsibilities
- Own customer issues from intake and reproduction through root-cause analysis, resolution, and post-incident follow-up.
- Triage, classify, and track cases while identifying recurring patterns and contributing to knowledge-base articles, runbooks, and product feedback.
- Diagnose and resolve SQL, query-performance, schema, table-engine, replication, sharding, ingestion-pipeline, materialized-view, resource-utilization, and cluster-operation issues.
- Advise customers on ClickHouse best practices, capacity planning, and configuration tuning for cloud workloads.
- Escalate complex or product-level issues to global Core Database and Cloud Engineering teams while remaining the customer’s primary contact.
- Partner with China Engineering and global Support teams to define regional SLAs, on-call rotations, and escalation paths.
- Contribute to internal tooling, English- and Chinese-language documentation, and the ClickHouse community.
- Provide technical responses and guidance through ticketing systems, email, instant messaging, and phone within required SLAs.
Requirements
- Proven experience in technical support, DBA, SRE, or database engineering roles serving enterprise customers, ideally in on-call and SLA-driven environments.
- Experience supporting strategic customer proof-of-concepts with Alibaba and engineering teams.
- Technical breadth in ClickHouse or similar DBMS, OLAP, cloud or SaaS platforms, distributed systems, Linux or Unix, Kubernetes, system or network administration, and big data or analytics platforms.
- Production experience operating ClickHouse or other SQL databases and optimizing complex SQL.
- Strong Linux fundamentals and experience debugging logs, metrics, system calls, networks, storage, and performance.
- Knowledge of distributed database internals including replication, consensus, sharding, and consistency trade-offs.
- Knowledge of Alibaba Cloud, AWS, Azure, or Google Cloud Platform.
- Excellent written and verbal Chinese (Mandarin) and English communication skills.
- Direct production experience operating ClickHouse clusters at scale is preferred.
- Shell or Python scripting experience and ability to read and understand C++ code are preferred.
- Experience with Kubernetes, Terraform, infrastructure-as-code, streaming and data pipeline tools, and modern observability stacks is preferred.
- Experience supporting strategic accounts, large internet companies, or financial services customers in Greater China is preferred.
- Open-source contributions, conference talks, or community involvement around ClickHouse or adjacent projects are preferred.
Benefits
- Remote position based in Mainland China with a flexible, globally distributed work environment
- Employer healthcare contributions
- Company stock options for new team members
- Flexible time off in the US and generous time-off entitlement in other countries
- $500 home office setup for remote employees
- Opportunities to attend company-wide global offsites
Tech Stack
About ClickHouse
ClickHouse builds an open-source, columnar OLAP database and a managed cloud service for teams that need real-time analytics at scale. The company monetizes through ClickHouse Cloud and commercial support for enterprises running analytics, observability, and AI workloads. Founded in 2021 and headquartered in Palo Alto, it is privately held and serves as the primary commercial steward of the ClickHouse project.