Manager, Technical Support (APAC)

Category-defining tech. Career-defining work. For more than a decade, Cockroach Labs has built database technology trusted to power some of the world's most mission-critical applications. Now, as AI transforms how software is created and operated, the infrastructure behind it has to keep pace. Cockroach Continuum is built to meet this moment, bringing individual databases together into one fleet designed for agentic applications, where AI agents help teams provision, scale, and optimize workloads at machine speed. At Cockroach Labs, you'll solve problems that didn't exist five years ago alongside people who believe the simplest solutions often require the most sophisticated thinking. Your work will run in production at some of the most innovative companies in the world. The people who thrive here are the ones who want to own that opportunity. The Role The Manager, Technical Support leads our Bangalore-based team of Technical Support Engineers, who own technical support operations during the APAC business day as part of a global, follow-the-sun support organization. You will be responsible for the success of the people on the team and for the quality and timeliness of the support they deliver to customers running CockroachDB in production. This role also serves as the APAC Incident Manager for customer incidents. When a customer-facing incident occurs in your region, whether a Priority incident involving an outage or a long-running, cross-functional issue, you will take command: coordinating responders across Support, Escalation Engineering, Engineering, and account teams, owning stakeholder communication, and driving the incident to resolution and through its retrospective. You will be the person in the region who gets the full picture and decides what to do. You Will Lead the team • Lead, mentor, and motivate a team of Technical Support Engineers, providing the resources, context, and connections they need to do their best work. • Manage staffing and shift coverage to ensure adequate regional coverage and response times, including the APAC on-call rotation. • Monitor and report on support metrics such as response time, resolution time, and customer satisfaction, and act on what the data shows. • Set performance goals, monitor progress, and conduct regular performance evaluations; coach and give direct feedback that develops people beyond technical skills. • Build a team that wins with customers, achieves together, and owns the outcome, and hold yourself to the same standard. • Stay current on CockroachDB, Cockroach Continuum, and industry trends so you can provide expert guidance to the team and to customers. Manage customer incidents • Act as Incident Manager for customer incidents originating in or handed off to the APAC region, assuming any incident role that has not yet been delegated. • Coordinate the response: assemble the right responders, delegate roles, prioritize tasks, and keep the response in control from declaration to resolution. • Own incident communication: deliver clear, periodic updates to internal stakeholders (account teams, Escalation Engineering, Engineering, Support leadership) and ensure customer-facing communication is accurate and timely. • Make the calls: evaluate proposed solution paths, weigh mitigation against resolution, understand customer and infrastructure impact, and decide on the course of action; escalate to Engineering or leadership when needed. • Hand incidents off cleanly to and from other regions, and contribute to improving our incident management runbooks, tooling, and process. Collaborate across the company • Serve as the regional point of contact between Support and Engineering, Product, Sales, and Customer Success. • Collaborate with managers in other regions on