Technical Account Manager – Architect

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

📋 Description

• Deliver continuous Technical Account Management, providing consultative support, escalation insights, and oversight for strategic users, customers, and prospects.

• Support enterprise customers with Level 3 (L3) support cases and escalations.

• Collaborate with strategic and enterprise ClickHouse users, customers, and prospects during onboarding, production launches, and proofs of concept.

• Offer architectural, technical, and migration guidance and support.

• Lead projects, escalations, and meetings to facilitate ongoing customer success.

• Manage and supervise L3 support cases and escalations in conjunction with the Level 1 (L1) and Level 2 (L2) Support teams.

• Collaborate with Product Management, Engineering, and Sales on product roadmaps and account strategies.

• Provide high-quality 24/7 support in a global, distributed environment.

• Assist in recruiting and mentoring new team members.

• Develop and contribute to documentation, Knowledge Base articles, ClickHouse Learning, reference architecture, and QA requirements.

• Allocate approximately 50% of efforts to case-initiated consultative support and 50% to TAM functions, including project guidance, onboarding coordination, escalations, communications, documentation, roadmap, and meeting leadership.

• Report to regional Support Engineering Managers.

⛳️ Requirements

• Over 5 years of experience in Technical Account Management, Professional Services, Senior Support, and/or Project Management roles.

• 5+ years of relevant industry experience in implementing, operating, and/or supporting scalable, fault-tolerant, distributed database management systems (DBMS).

• Comprehensive technical knowledge in DBMS, OLAP, Cloud/SaaS platforms, distributed systems software engineering, Linux/Unix, Kubernetes, system or network administration, and big data.

• Proven experience leading and delivering large-scale technical projects with multiple seasoned engineers.

• Proficiency with a public cloud provider (AWS, GCP, or Azure) and infrastructure-as-a-service offerings like EC2.

• Exceptional communication skills with the ability to engage in customer-facing and cross-functional roles.

• Strong teamwork, global engagement, empathy, and a problem-solving mindset.

• Self-motivated, inquisitive, and committed to continuous learning and growth.

• Willingness to travel regionally for onsite customer visits.

• Availability according to scheduling and onsite travel requirements for high-quality 24/7 support in a global, distributed environment.

• Experience as a support engineer, success engineer, or solutions engineer for premium or enterprise customer accounts.

• Practical experience with ClickHouse, SQL, or other DBaaS technologies.

• Must fulfill right-to-work sponsorship requirements for India.

🏝️ Benefits

• Flexible work environment; remote-friendly global company.

• Employer contributions towards healthcare.

• Stock options for every new team member.

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

• USD $500 home office setup allowance for remote employees.

• Opportunities to engage in company-wide global offsites.