Manager, Technical Support

Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market-leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform architected for performance, flexibility and global scale.

With Couchbase, organizations bring their data to life, launching game‑changing customer experiences, exploring the limitless potential of AI, and seamlessly extending applications from the cloud to the edge and beyond. Couchbase’s AI‑ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative and secure.

Couchbase believes data should never slow you down, but act as the foundation for your next breakthrough. Discover why Couchbase is trusted to help the world’s biggest players scale, move fast and stay resilient, no matter what’s next on their roadmap. Visit couchbase.com and follow us on LinkedIn and X.

Want to be part of our story? Apply today!

We are looking for a Technical Support Manager to assist our rapidly growing customer base. As part of our customer support team you will be the primary point of contact for Couchbase customers for their technical escalations as well as the primary point of contact for the team to guide and help them through different issues.

NoSQL databases are the answer to the demand for high-speed, highly available, extremely dynamic data storage and Couchbase is at the forefront of this technology. Working in Couchbase Technical Support you’ll acquire highly coveted skills, essential to this technology, by navigating the world of NoSQL databases and the "big data" ecosystem. This includes working with Golang, learning about the principles and concepts of distributed systems, understanding what goes into good NoSQL database design, and mobile data convergence, and becoming proficient in the best practices for building NoSQL-backed applications.

You’ll fit right in with us if you have a passion for unravelling complex issues and are comfortable working in a fast-paced environment. If you’re looking to work in an open, collaborative environment side-by-side with our development engineers to resolve customer issues and shape future product design, we can’t wait to hear from you!

This role is based in Bangalore, India (Attending the Couchbase Bangalore Office 3+ days a week).

Overall 10+ years of experience

Minimum 2 years of experience in leading technical Support teams.

A degree in Computer Science or equivalent experience.

Strong analytical skills and a passion for problem-solving.

Enthusiastic and inquisitive with a constant willingness to learn

Technical knowledge of Distributed Systems, Cloud

Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers

Responsibilities

• Managing a growing team of talented Support engineers, ensuring they are productive, happy and motivated team players.
• Engage with customers and internal stakeholders to address any escalations.
• Identify and work on any enhancements in the Support Processes and Products.
• Promote contributions to our Python and Go-based tools that help make Support Engineers troubleshooting and diagnostics easier.
• Responsible for talent management within the team including hiring the right talent, performance evaluation, feedback & training.
• Be the main link in the APAC region between the Support team and other teams like Engineering and Field.
• Work with managers in other regions to improve processes and drive initiatives as we scale.
• Lead customer incidents in the APAC region from start to finish: bring in the right people, assign roles, and set priorities.
• Keep everyone informed with regular, clear updates to internal teams and make sure customers get accurate, timely information.
• Make key decisions on how to fix or reduce the problem, escalate when needed, handover incidents smoothly to and from other regions.
• Drive operational efficiency to meet SLAs and exceed KPIs, turning high-priority incidents into lasting improvements through strong feedback loops.
• A big plus if you have expertise in one or more of the following areas:

Database Internals

NoSQL Databases Landscape

Distributed Systems

• Cloud technologies and frameworks.
• Experience with incident management tooling (e.g., PagerDuty, Jira Service Management) and support platforms such as Zendesk.
• Experience running or supporting a follow-the-sun, multi-region support organization.

Working at Couchbase

At Couchbase, innovation thrives when diverse perspectives come together. Our culture is driven by four core values that guide how we build mission-critical technology and collaborate every day:

Put the Customer First: The customer must be at the center of everything we do.

Be a Good Human, Always: Integrity, empathy, and respect are our non-negotiable bedrock.

Win as One Team: No one wins alone. Collaboration is how we erase silos.

Build for Mission Critical: Our product earned customer trust. We honor it by relentlessly pushing what’s technically possible.

We actively encourage applications from individuals of all backgrounds—including women, people of color, LGBTQIA+ professionals, veterans, and individuals with disabilities. We also value unconventional career paths and unique life experiences.

A note on qualifications: Studies show that underrepresented talent is less likely to apply unless they meet 100% of the criteria. If you are excited about this role and feel you can make strong contributions to our team, please apply—even if your experience doesn't check every single box.

If you require reasonable accommodations during the recruitment process, please let your recruiter know. We are happy to support you.

Why Couchbase?

Modern customer experiences demand a flexible cloud database platform that powers applications from the cloud to the edge and everywhere in between. Couchbase’s mission is to simplify how developers and architects build, deploy, and consume modern applications. With Capella—our fast, flexible, and affordable cloud database platform—we enable organizations to deliver premium user experiences backed by best-in-class price performance.

More than 30% of the Fortune 100 trust Couchbase to power their mission-critical applications. We’re also proud to be consistently recognized as a Best Place to Work in both the Bay Area and the UK.

What We Offer (Total Rewards)

• We offer a holistic approach to benefits that recognizes the value you create, helping you care for yourself and your family:
• Generous Time Off: Flexible programs designed to support your work-life balance.
• Health & Wellness: World-class medical, dental, vision, mental health, life insurance, and employee assistance programs.*
• Financial Security: Competitive retirement plans* and business travel coverage.
• Career Growth: A "Be Valued, Create Value" philosophy focused on your continuous growth.
• Fun & Comfort: Ergonomic setups for both WFH and in-office employees, plus snacks and meals when you’re in the office.
• *Note: Specific benefit programs vary by country. Your recruiter can share details for your location.

Disclaimer

Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Join an impact initiative group and experience the amazing feeling of Couchbase can-do culture.

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