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

SUPPORT ENGINEER — CHINA (ALIBABA CLOUD STRATEGIC ACCOUNTS)

Location: Mainland China (remote) Department: Core Team / Support Engineering

About ClickHouse

Recognized on the 2025 Forbes Cloud 100 list, ClickHouse is one of the most innovative and fast-growing private cloud companies. With more than 3,000 customers and ARR that has grown over 250 percent year over year, ClickHouse leads the market in real-time analytics, data warehousing, observability, and AI workloads.

The company's sustained, accelerating momentum was recently validated by a $400M Series D financing round. We're on a mission to transform how companies use data. Come be a part of our journey!

We are continuing to grow our global Support organization, and we are now investing in dedicated coverage for our strategic customers in China running ClickHouse on Alibaba Cloud. If you want to work in an environment where you can learn, grow, be an agent of change, and have your voice heard — please read on.

About the Role

As a Support Engineer — China, you will be the front-line technical owner for some of our largest enterprise customers in China deploying ClickHouse on Alibaba Cloud. This is a hands-on, customer-facing role that sits at the intersection of database engineering and operations — closer in spirit to a senior DBA than a traditional helpdesk role.

You will deliver excellent customer service as a representative of ClickHouse, providing professional response and guidance within the required Service Level Agreement (SLA) on technical cases opened via our ticketing system, email, IM, and/or phone. You will build strong, trusted relationships with customers, partners, and colleagues across our global Engineering, Cloud, and Core Database teams.

What You Will Do

• Own the full lifecycle of customer issues for ClickHouse strategic accounts on Alibaba Cloud in the China region — from intake and reproduction through to root-cause analysis, resolution, and post-incident follow-up.
• Triage, classify, and track incoming cases; identify recurring patterns across customers and feed them back into knowledge base articles, runbooks, and product feedback for our Core, Cloud, and Engineering teams.
• Diagnose and resolve issues spanning 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 workloads running on cloud infrastructure.
• Escalate complex or product-level issues through the appropriate channels to our global Core Database and Cloud Engineering teams, while remaining the single point of contact for the customer until resolution.
• Partner with the China Engineering Manager and the global Support organization to define SLAs, on-call rotations, and escalation paths suited to the China region.
• Contribute to internal tooling, documentation (in both English and Chinese where helpful), and the broader ClickHouse community.

What You Bring

• Proven experience in a technical support, DBA, SRE, or database engineering role serving enterprise customers — ideally including on-call and SLA-driven environments.
• Work with Alibaba team and our engineering team to support strategic customer POCs
• Technical breadth and depth in relevant subjects, for example ClickHouse DBMS or similar, OLAP, Cloud/SaaS platforms, distributed systems software engineering, Linux/Unix, Kubernetes, System or Network Administration, and/or big data and analytics platforms.
• Previous experience operating ClickHouse or other SQL databases in production, with the ability to write and optimize complex SQL.
• Solid Linux fundamentals and comfort debugging production systems: logs, metrics, system calls, network, storage, and performance profiling.
• Working knowledge of distributed database internals — replication, consensus, sharding, consistency trade-offs — and of the operational realities of running them at scale.
• Knowledge of cloud computing platforms such as Alibaba Cloud, AWS, Azure, or Google Cloud Platform.
• Excellent written and verbal communication in both Chinese (Mandarin) and English, with the ability to translate complex technical issues for technical and non-technical audiences.
• A teamwork mindset, customer empathy, and a sense of adventure and urgency in supporting the most scalable, high-performing databases on the planet.
• Self-driven, curious, and eager to continuously learn and grow.

Nice to Have

• Direct production experience operating ClickHouse clusters at scale.
• Scripting experience with Shell or Python, and the ability to read and understand C++ code.
• Experience with Kubernetes, Terraform, and infrastructure-as-code.
• Familiarity with streaming and data pipeline tools, and modern observability stacks.
• Prior 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 adjacent projects.