Support Engineer - China (Alibaba Cloud Strategic Accounts) 支持工程师 - 中国（阿里云战略客户）

Responsibilities

• Own the full lifecycle of customer issues for ClickHouse strategic accounts on Alibaba Cloud in China, from intake and reproduction through root-cause analysis, resolution, and post-incident follow-up.
• Triage, classify, and track incoming cases; identify recurring patterns and feed them into knowledge-base articles, runbooks, and product feedback.
• Diagnose and resolve issues involving SQL and query performance, schema and table-engine design, replication and sharding, ingestion pipelines, materialized views, resource utilization, and cluster operations.
• 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 point of contact through resolution.
• Partner with the China Engineering Manager and global Support organization to define SLAs, on-call rotations, and escalation paths for the China region.
• Support strategic customer proofs of concept with Alibaba and engineering teams.
• Contribute to internal tooling, documentation in English and Chinese, and the broader ClickHouse community.

Requirements

• Experience in technical support, DBA, SRE, or database engineering serving enterprise customers, ideally in on-call and SLA-driven environments.
• Technical breadth in ClickHouse or similar DBMSs, OLAP, cloud/SaaS platforms, distributed systems, Linux/Unix, Kubernetes, system or network administration, and big-data or analytics platforms.
• Production experience operating ClickHouse or other SQL databases, including writing and optimizing complex SQL.
• Solid Linux fundamentals and experience debugging production systems using logs, metrics, system calls, networking, storage, and performance profiling.
• Working 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 communication in Mandarin Chinese and English.
• Customer empathy, teamwork, urgency, curiosity, and a commitment to continuous learning.

Nice to Have

• Production experience operating ClickHouse clusters at scale.
• Shell or Python scripting and the ability to read and understand C++ code.
• Kubernetes, Terraform, and infrastructure-as-code experience.
• Familiarity with streaming, data-pipeline tools, and modern observability stacks.
• Experience supporting strategic accounts, large internet companies, or financial-services customers in Greater China.
• Open-source contributions, conference talks, or community involvement around ClickHouse or related projects.

Compensation and Benefits

• Flexible, remote-friendly work environment.
• Employer healthcare contributions.
• Company equity through stock options.
• Flexible time off in the United States and generous entitlement in other countries.
• $500 home-office setup allowance for remote employees.
• Opportunities to participate in company-wide offsites and global gatherings.