{"id":2354951,"url":"https://alion.io/job/cockroachlabs-manager-technical-support-apac","title":"Manager, Technical Support (APAC)","company":{"id":18097,"name":"Cockroachlabs","domain":"cockroachlabs.com","url":"https://alion.io/company/cockroachlabs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":80,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":549},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"CockroachDB","optional":false},{"name":"Incident Management","optional":false},{"name":"SQL","optional":false},{"name":"Jira","optional":true},{"name":"Kubernetes","optional":true},{"name":"PagerDuty","optional":true},{"name":"PostgreSQL","optional":true}],"status":"live","first_seen_at":"2026-10-12T03:15:15Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T12:33:44Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Category-defining tech. Career-defining work.\nFor 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. \nAt 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. \nThe Role\nThe 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.\nThis 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.\nYou Will\nLead the team\nLead, mentor, and motivate a team of Technical Support Engineers, providing the resources, context, and connections they need to do their best work.\nManage staffing and shift coverage to ensure adequate regional coverage and response times, including the APAC on-call rotation.\nMonitor and report on support metrics such as response time, resolution time, and customer satisfaction, and act on what the data shows.\nSet performance goals, monitor progress, and conduct regular performance evaluations; coach and give direct feedback that develops people beyond technical skills.\nBuild a team that wins with customers, achieves together, and owns the outcome, and hold yourself to the same standard.\nStay current on CockroachDB, Cockroach Continuum, and industry trends so you can provide expert guidance to the team and to customers.\nManage customer incidents\nAct 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.\nCoordinate the response: assemble the right responders, delegate roles, prioritize tasks, and keep the response in control from declaration to resolution.\nOwn 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.\nMake 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.\nHand incidents off cleanly to and from other regions, and contribute to improving our incident management runbooks, tooling, and process.\nCollaborate across the company\nServe as the regional point of contact between Support and Engineering, Product, Sales, and Customer Success.\nCollaborate with managers in other regions on people management, process, documentation, and product initiatives as we scale.\nBring your technical understanding and product architecture knowledge to Cockroach Labs and keep learning about distributed databases.\nThe Expectations\nIn your first month, you'll become an integrated member of the team and get familiar with CockroachDB, our customers, our incident management process, and our company.\nWithin three months, you'll be comfortable with CockroachDB and our processes, tools, and utilities. You'll be managing the APAC Technical Support Engineers day to day, and you'll have commanded your first customer incidents in the region with support from the global leadership team.\nAfter six months, you'll independently own incident management for APAC and be improving our incident process from the inside. You'll be growing the team and ensuring each member is happy, successful, and producing quality work that aligns with the needs of the company and their own interests.\nYou Have\nProven experience in technical support or a similar customer-facing technical role, with a minimum of 3 years of people management experience.\nHands-on experience leading incident response for a technical product: coordinating responders, communicating with stakeholders under pressure, and driving retrospectives.\nA passion for building relationships and being responsible for the welfare, professional development, and growth of the team you manage.\nStrong leadership and people management skills, including experience with performance management and building teams that function independently while supporting each other.\nExperience working on complex technical products, with exposure to distributed systems, databases, and SQL.\nA track record of partnering across departments (Engineering, Product, Documentation, Sales, Customer Success) to get cross-functional issues resolved.\nExcellent problem-solving and decision-making abilities, especially with incomplete information and time pressure.\nExcellent written and verbal communication skills; you can summarize a complex, evolving situation for a technical or executive audience.\nAbility to adapt to a dynamic work environment and handle high-pressure situations effectively.\nNice to Have\nExperience with incident management tooling (e.g., PagerDuty, Rootly, Jira Service Management) and support platforms such as Zendesk.\nExperience running or supporting a follow-the-sun, multi-region support organization.\nExperience with CockroachDB, PostgreSQL, or other distributed SQL databases, and with Kubernetes or major cloud platforms.\nThe Team\nReporting to Nick Lamb - Sr. Director of Technical Support\nYou'll join the leadership of two closely linked teams. Technical Support is a global team of engineers spanning the US, EMEA, and India who own the customer relationship when something goes wrong in production: answering questions, reproducing issues, and working with Engineering to get customers unblocked, around the clock in a follow-the-sun model. Incident Management, takes command when an issue becomes an incident, coordinating responders across Support, Engineering, and account teams and driving each one through resolution and retrospective. Between the two groups we have spent decades supporting distributed and cloud databases, and we care about the same things you will: engineers who are set up to succeed, customers who get straight answers, and incidents that end in a clear retrospective and real follow-through. You'll lead the Technical Support team during the APAC business day and be the lead Incident Manager in the region, the person who makes sure nothing drops at the handoff between the two teams or between time zones.\nCockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at .\nCockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.\nBenefits\nStock Options\nMedical Insurance\nVision Insurance\nDental Insurance\nLife and Disability Insurance\nProfessional Development Funds\nFlexible Time Off\nPaid Holidays\nPaid Sick Days\nPaid Parental Leave\nRetirement Benefits\nMental Wellbeing Benefits\nAnd more!","description_format":"text","description_chars":8398,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Flexible time off","Health insurance","Hybrid work","Parental leave","Professional development","Stock options","Vision insurance"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Databases & DBMS"],"lifecycle":[{"event":"open","at":"2026-10-12T14:35:58Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":80,"reasons":["conf:0","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cockroachlabs-manager-technical-support-apac","json_url":"https://alion.io/job/cockroachlabs-manager-technical-support-apac.json","meta":{"generated_at":"2026-10-13T14:58:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22865,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18097},"rest":"https://alion.io/mcp/rest/get_company?id=18097"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcockroachlabs-manager-technical-support-apac"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcockroachlabs-manager-technical-support-apac"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcockroachlabs-manager-technical-support-apac"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cockroachlabs-manager-technical-support-apac\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcockroachlabs-manager-technical-support-apac"}]}