About the role
ClickHouse is the hottest analytic database on the planet and Altinity is the home of database experts who support and operate ClickHouse in Altinity.Cloud. We have built a world-class support engineering team to help customers build cutting edge analytics. Our support engineers operate as trusted advisors who can guide design, proactively mitigate risks, and fix broken systems of any size. We are looking for an outstanding leader to direct our support team and ensure Altinity provides best-in-class service to customers. We work with the most creative IT teams on the planet. This is your opportunity to shine in a highly visible customer-delivery position. Job
Responsibilities: – Take overall responsibility for successful outcomes on customer analytic applications. – Manage our team of experts, including skills development, performance management, resource availability, and scheduling to meet 24×7 commitments (SLAs) to customers. – Model behavior of putting customers first and solving problem root causes proactively and quickly – Ensure consistent execution using a program of KPIs (first response time, time to resolution etc.) – Oversee hiring, mentoring, and resources necessary for team excellence. – Shepherd research into innovative delivery of support using AI and other technologies. – Act as a focused advocate for support within Alinity. – Ensure that the support team fulfills its mission as the trusted advisor to Altinity customers.
Requirements: – Demonstrated success in helping customers deploy and support mission critical database systems. – Excellent understanding of database technology and enterprise technology. – Hands on experience in developing and operating large SQL-based systems. – Previous experience handling logistics of customer support delivery, including experience prioritizing effectively across large numbers of customers. – Demonstrated people management skills including ability to hire, delegate efficiently, and build out a growing organization. – Hands-on experience in assessing and supporting complex IT systems, including the ability to assess risks, see new opportunities, and maintain metric programs to drive superior delivery of services. – Comfortable communicating with customer teams at all levels–from engineers to senior management – Able to work with internal teams and Altinity executive management – Exhibit a consistent, strong drive to make customers successful in a competitive market with rapidly changing technology. Our
