About The Role
The Technical Support Manager will be responsible for managing and leading a team of technical support professionals in the APAC region, ensuring their success in delivering exceptional technical support to our customers. This role will involve creating and implementing support strategies, resolving complex technical issues, and collaborating with cross-functional teams to improve our products and services. This team is responsible for all L 1 technical support during the APAC timezone.
You Will
Expectations
In your first 30 days, you will become an integrated member of the team. We believe it’s essential for you to take this first month to become familiar with our technology and our company.
After three months, you will be fully integrated into the team and comfortable with CockroachDB and the various processes, tools, and utilities. You’ll manage an existing team of APAC Technical Support Engineers, working closely with them to understand their needs and implement the company’s goals.
After six months, you’ll start to grow the team yourself and ensure that each of your team members is happy, successful, and outputting quality work that aligns with the needs of the company and their own interests.
You Have
The Team
Reporting to Nick Lamb – Director of Technical Support
With 14 years dedicated to supporting distributed databases, I bring a seasoned perspective to technology and customer satisfaction. Currently serving as the Director of Technical Support, I lead with a hands-on understanding of the challenges in our field. My commitment lies in bridging the gap between cutting-edge solutions and a seamless user experience. I want the team to not just manage systems and solve problems but navigate customers toward success, ensuring our technology not only functions but enhances the end-user journey.
Working closely with Rupert Harwood and Matthew Vardi
Rupert is a British expat living in Southern California with his wife and son. He is very passionate about customer support and adores well written documentation. He has spent the last 12 years working and specializing in distributed and cloud databases. When not working he spends time hanging out with his son Valentine, reading, and playing video games. Rupert likes to offset his sedentary indoor activities by hiking, inline skating, and riding his beach cruiser around the neighborhood.
For over 4 years, Matt has been a dedicated member of the team at Cockroach Labs, where he has honed his skills in creative problem-solving in a fast-growing environment. He holds a degree in computer science that has been instrumental in his professional growth. Matt’s technical expertise, coupled with his customer-centric approach, allows him to lead diverse teams effectively and foster a collaborative environment. Matt thrives in dynamic settings, can adapt to various cultures and is committed to providing outstanding customer experiences. Beyond his work, he has an interesting background that includes serving in the Israeli Defense Forces for 3 years. Now based in New York City, he enjoys exploring the city, discovering new restaurants, and indulging in video games.
Our Benefits
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 [email protected].
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