Manager, Technical Support (APAC)
Core
Lead the APAC Technical Support team and serve as the regional Incident Manager for CockroachDB production outages and issues.
Role type
Senior Manager, Technical Support & Incident Management
Builds
Customer support operations and incident response processes for CockroachDB
Domain
Distributed databases, cloud infrastructure, AI/ML infrastructure
Deliverable
client delivery
Required skills
People management, incident command, stakeholder communication, performance management, cross-functional collaboration, technical troubleshooting, decision-making under pressure
Preferred skills
Incident management tooling (PagerDuty, Jira), follow-the-sun support organization experience, distributed SQL databases, Kubernetes, cloud platforms
Technologies
CockroachDB, Cockroach Continuum, PostgreSQL, Kubernetes, cloud platforms, PagerDuty, Rootly, Jira Service Management, Zendesk
Responsibilities
Lead, mentor, and manage a team of Technical Support Engineers; manage staffing and shift coverage for APAC; act as Incident Manager for customer incidents in the region; coordinate cross-functional incident responses; own stakeholder and customer communication during incidents; drive incident retrospectives; monitor support metrics; collaborate with Engineering, Product, and Sales teams.
Seniority
Manager, hands-on leadership
