Sr. Technical Support Engineer

Аналитика рынка

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Описание

Databases are the beating heart of every business in the world. Cockroach Labs is the creator of CockroachDB, the planet's most highly evolved cloud-native, distributed SQL database that scales fast, survives anything, and thrives anywhere. Join us on our mission to unshackle teams from the constraints of their database and enable every developer to build world-changing applications! 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 Lead, mentor, and motivate a team of technical support engineers to successfully navigate their day-to-day by providing them necessary resources and access to individuals who can help them accomplish their goals at Cockroach Labs. Manage the allocation of resources, including staffing, to ensure adequate coverage and response times. Monitor and report on support metrics, such as response times, resolution times, and customer satisfaction. Set performance goals, monitor progress, and conduct regular performance evaluations. Foster a culture of excellence and continuous improvement within the support team. Collaborate with managers across teams to tackle people management challenges, and ensure the coordination of documentation and product initiatives as we sca

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