支持工程师 - 中国，阿里云战略客户

This is a fully remote position, open to applicants in China.

📋 Description

• Manage the complete lifecycle of customer issues for ClickHouse strategic accounts on Alibaba Cloud in China, from issue intake and reproduction through root-cause analysis, resolution, and follow-up after incidents.

• Evaluate, categorize, and monitor incoming cases while identifying recurring trends.

• Integrate recurring issues into knowledge base articles, runbooks, and product feedback for the Core, Cloud, and Engineering teams.

• Troubleshoot and resolve issues related to SQL and query performance, schema and table-engine design, replication and sharding, ingestion pipelines, materialized views, resource utilization, and cluster operations.

• Provide guidance to customers on ClickHouse best practices, capacity planning, and configuration tuning.

• Escalate complex or product-level issues to the global Core Database and Cloud Engineering teams, maintaining the customer as the single point of contact.

• Collaborate with the China Engineering Manager and global Support organization to establish SLAs, on-call rotations, and escalation procedures for China.

• Contribute to internal tools, bilingual documentation, and the ClickHouse community.

• Work alongside the Alibaba team and engineering team to assist with strategic customer POCs.

• Deliver professional technical responses and guidance within the required SLAs through ticketing, email, IM, and phone.

⛳️ Requirements

• Demonstrated experience in technical support, DBA, SRE, or database engineering for enterprise customers, preferably in SLA-driven and on-call environments.

• Experience collaborating with Alibaba and engineering teams to support strategic customer POCs.

• Technical proficiency in ClickHouse or similar DBMS, OLAP, cloud/SaaS platforms, distributed systems, Linux/Unix, Kubernetes, system or network administration, and/or big data and analytics platforms.

• Practical experience operating ClickHouse or other SQL databases in production.

• Capability to write and optimize complex SQL queries.

• Strong Linux fundamentals and comfort with debugging production systems using logs, metrics, system calls, networking, storage, and performance profiling.

• Familiarity with distributed database internals, including replication, consensus, sharding, and consistency trade-offs.

• Knowledge of cloud platforms such as Alibaba Cloud, AWS, Azure, or Google Cloud Platform.

• Exceptional written and verbal communication skills in Chinese (Mandarin) and English.

• Ability to convey complex technical issues to both technical and non-technical audiences.

• Direct production experience managing ClickHouse clusters at scale is a plus.

• Experience with Shell or Python scripting and capability to read and understand C++ code are advantageous.

• Familiarity with Kubernetes, Terraform, and infrastructure-as-code is beneficial.

• Knowledge of streaming and data pipeline tools along with modern observability stacks is a plus.

• Previous experience supporting strategic accounts, large internet companies, or financial services customers in Greater China is desirable.

• Contributions to open-source projects, conference presentations, or community engagement are a plus.

🏝️ Benefits

• Flexible work environment with remote-friendly arrangements.

• Employer contributions towards healthcare costs.

• Stock options available for every new team member.

• Flexible time off policies in the US and generous entitlements in other countries.

• $500 home office setup allowance for remote employees.

• Opportunities to connect with colleagues at company-wide offsite events.