Technical Account Manager Architect - AMER

NOTE:  This person can be remote in North America. This role can require regional travel as required for on-site customer visits.

The Technical Account Manager ("TAM") Architect role is a part of our Support Services department and Consultative group, reporting into our regional Consulting Manager based in the region. This new role will perform functions that our existing team already provides in part: ongoing TAM, Consultative, and Support functions, working with a set of customers to provide consultative support, escalation insights, and oversight. TAM Architects will also be assisting with Support Cases for enterprise customers in an L3 role (Support Level 3 = Escalated cases) while we scale.

A TAM Architect will be successful in the role if they provide the following aptitude and approach:

• Highly technical with a focus on providing useful solutions to our users, customers, and prospects

• Great communicator with team members and customers

• Consulting, support, and project management skills and background

• 50% of the work will be case-initiated consultative support of strategic users/customers/prospects

• 50% of the work will be TAM functions (project guidance, onboarding coordination, escalations, communications, documentation, roadmap, meeting leadership)

• Some on-site regional travel will be required, estimated currently at up to 35% of the time

What you will do:

• Work with strategic and enterprise ClickHouse users, customers, and prospects as identified by ClickHouse Sales to work on onboarding, production launches, and POCs

• Provide architectural, technical, and migration guidance and assistance

• Lead projects, escalations, and meetings to enable ongoing user/customer success

• Ownership and oversight of L3 Support Cases and Escalations, working closely with the Support L1/L2 team

• Partner closely with ClickHouse Product Management, Engineering, and Sales to help develop the roadmap and account plans

• Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment

• Assist with hiring and mentoring new team members

• Develop and assist with Docs, Knowledge Base articles, ClickHouse Learning, Reference Architecture, and QA needs

What you bring along:

• 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  operating scalable, fault-tolerant, distributed database management systems ("DBMS")

• Technical breadth and depth in relevant subjects such as DBMS, OLAP, Cloud/SaaS platforms, distributed systems software engineering, Linux/Unix, Kubernetes, System or Network Administration, and big data

• Experience leading and shipping large scope technical projects in collaboration with multiple experienced engineers.

• Expertise with a public cloud provider (AWS, GCP, Azure) and their infrastructure as a service offering (e.g. EC2).

• Excellent communication skills and the ability to work in a customer-facing role and in close collaboration with the Support Services, Engineering, and Sales teams

• A mindset of teamwork, global engagement, empathy, and solving challenging problems

• A sense of adventure and urgency in building the most scalable, highest performing, largest, and fastest databases on the planet

• Self-driven, curious, and eager to continuously learn and grow