• Provide 2-level technical support on out-of-office and weekend basis • Securing agreed service levels in accordance with the Service Level Agreement (SLA) • Monitoring of Infrastructure and Integration into other systems • Incident and escalation reporting • Maintaining and developing positive relationships with customers and colleagues

• Act as a Tier 2 escalation point for complex desktop, application, network, and hardware issues that cannot be resolved at the initial support level. • Provide advanced troubleshooting and root-cause analysis to minimize repeat incidents and improve system reliability. • Continuously expand expertise in systems and network administration to enhance performance, stability, and security. • Support and maintain virtualization environments using technologies such as Hyper-V, VMware, and Veeam, assisting with optimization and issue resolution. • Collaborate closely with Systems Administrators on projects, upgrades, and preventative maintenance activities. • Deliver responsive end-user support through a ticketing system, phone, and in-person requests, ensuring minimal disruption to manufacturing and office operations. • Create, update, and improve technical documentation, standard operating procedures, and knowledge base articles to support consistent service delivery. • Assist with deployment, configuration, and lifecycle management of IT assets across enterprise environments. • Support backup, disaster recovery, and business continuity processes, escalating risks or failures as appropriate. • Provide after-hours support as part of an on-call rotation, ensuring timely resolution and appropriate escalation of critical issues.

• Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems • Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products • Learn and share the latest AI/ML technologies with the team.

• We are currently growing our support team at ClickHouse who provides excellent service to our customers around the world. • This is a customer-facing role that will include some onsite customer visits in Japan. • You will be owning a wide variety of tasks: from support tickets to community support, helping with both pre- and post-sales customer activities, partnering with our Go To Market team on deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at ClickHouse. • Work closely with the Support Services team, Engineering, and Product Management to help define functionality required by users and customers. • Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training. • Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers. • You will deliver excellent customer service as a front-line engineer and representative of ClickHouse. • You will build strong, trusted relationships with colleagues, customers, and partners.