Support Operations Manager

1 week ago


Al Wakrah, Al Wakrah, Qatar ClickHouse Full time
Job Description

**About ClickHouse**

ClickHouse is a leading provider of cloud services, seeking a highly skilled Support Operations Manager to join our team. As a critical member of our organization, you will collaborate closely with support services and software engineering teams to drive efficiency and streamline processes within the cloud services market.

**Key Responsibilities**

  • Be a thought leader in support tooling, with a clear point of view on how AI tools can boost productivity.
  • Implement and maintain support tooling, with a focus on excellence in implementing Salesforce Service Cloud for automation and scale of Support functions.
  • Partner with the VP of Support Services to identify areas for process efficiency, develop business requirements, and lead tool implementation efforts.
  • Partner with Operations and Engineering teams to troubleshoot and resolve bugs in current support processes.
  • Partner with Operations team leads to ensure that process changes, automation designs, or tool selections fit the overall GTM design.
  • Perform data hygiene checks of all Salesforce and Support Cloud Console and Learning data, working with the team to remedy where necessary.
  • Own all Support Services and Learning data analytics and hygiene, ensuring data flows from relevant systems into Salesforce as the source of truth and ClickHouse's data warehouse.
  • Build and maintain documentation on support policies and processes to enforce compliance and data quality.
  • Partner with Support leaders to codify knowledge and establish a repeatable enablement program for new hires.

**Requirements**

  • 5+ years of experience working in technology companies, with start-up experience strongly preferred.
  • Past experience in a Support Ops or Support Engineer role, or close working relationship with Support teams.
  • Current Salesforce Certified Admin or desire to become Salesforce Service Cloud certified.
  • Ability to define business requirements and translate them into technical requirements and prioritized roadmap.
  • Ability to execute and skillfully juggle multiple projects, stakeholders, and deadlines.
  • Strong organizational skills, with the ability to work independently as well as in a highly collaborative, team-based environment.
  • Systems thinking, with the ability to accurately define problems and scope, and apply creative solutions using process and technology.
  • Great communicator, with the ability to understand complex concepts and speak to them concisely and effectively.
  • Knowledge and experience of support tools, such as Salesforce, Drift, Thena, MatrixLMS, etc.
  • Experience in basic data analytics, such as SQL, Excel, Tableau, Superset.
  • Technical experience to perform basic development and troubleshooting, such as integrations/API, e.g., Mulesoft, JSON, JS, Typescript, etc.
  • Experience working as a consultant or in a start-up environment, where you've seen how many different organizations operate.


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