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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 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
Manage customer incidents
Collaborate across the company
The Expectations
In 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.
Within 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.
After 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.
You Have
The Team
Reporting to Nick Lamb - Sr. Director of Technical Support
You'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.
Cockroach 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 accessibility@cockroachlabs.com.
Cockroach 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.
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