• 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.

• Provide technical support via phones, tickets, and live chat • Engage customers via multiple interfaces • Practice empathy and positive words choices when communicating with customers • Resolve first level issues by: Determining the nature of the issue by identifying what the customer is trying to accomplish • Gathering information from the customer including steps that customer took • Attempting to reproduce reported issues • Analyzing the symptoms and where possible identifying the underlying problem • Offering relevant troubleshooting steps and/or solutions • Directing customers to appropriate help articles • Communicate and follow-up with customers • Escalate unresolved issues to second level support with appropriate detail • Monitor for and proactively identify potential or emerging issues • Participate as an integral member of the shift-based team problems and make recommendations regarding solutions • Keep up to date with all communication that impacts the organization

Role Description The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go-to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximize their revenue potential. As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in-depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalate issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc’s reputation for exceptional service and partnership support. Duties and Responsibilities - Provide client support via email and telephone - Process all technical enquiries, orders, and general administration timely and accurately - Coach customers to be product experts so they become increasingly self-sufficient - Take the appropriate action to ensure customer expectations are fully delivered Qualifications - Prior experience where you can demonstrate your passion for technical support - Able to work on own initiative as well as part of a team - Strong written and oral communication skills - Effective administration, planning, and organization skills with strong attention to detail and accuracy - Ability to work in a fast-paced environment to provide top-level customer support - Computer literate (Word, Excel, Microsoft Outlook) Working Conditions - Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. - Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross-functional partners to support learning intake, coordination, and project execution. Compensation and Benefits Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

• Evaluate and troubleshoot client issues • Set clear expectations and provide timely, meaningful updates on active issues • Demonstrate strong case ownership from intake through resolution • Coordinate phone calls, emails, and meetings to support our customers • Participate in release-verification tasks • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution • Troubleshoot both web and mobile application issues that may arise • Identify ticket trends, and proactively address potential issues • Act as the voice of the customer by capturing business impact