Technical Support Manager - EMEA/APAC

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified

At Timescale, we empower businesses with real-time insights from their data, allowing them to make faster decisions and optimize operations. We are creating a movement to unblock developers who are building the future. Timescale is a product-led growth organization driven by transparent leaders and a globally diverse, remote-first team that is proudly building a modern PostgreSQL cloud platform.

As our Technical Support Manager, you'll lead our highly skilled Technical Support team covering the EMEA and APAC time zones. Your team engages closely with customers, providing everything from basic database administration support to deep technical troubleshooting across Timescale products, Postgres databases, Timescale Cloud, and our emerging AI-driven solutions. You'll actively mentor and develop your team, ensuring exceptional technical support and high customer satisfaction.

This role demands strong people management skills combined with deep technical expertise across databases and developer-focused products to effectively support and empower your team.

📍 Location: This role is remote. We are open to candidates in European time zones, ideally in Spain, Ireland, or Portugal. Fluency in English is required.

Responsibilities

• Leading, managing, and mentoring a globally distributed Technical Support team providing support across databases, cloud infrastructure, and AI products in EMEA and APAC regions.
• Ensuring timely and high-quality responses to customer technical inquiries, especially involving complex issues with Postgres databases, Timescale products, cloud deployments, and related technologies.
• Collaborating effectively with Engineering, Product, and Customer Success teams to escalate and prioritize critical product-specific issues.
• Building and nurturing a collaborative, supportive, and growth-oriented team culture that promotes continuous learning and technical excellence.
• Driving continuous improvements in support processes, documentation, tooling, and team capabilities tailored around our diverse range of technical products.
• Enhancing customer satisfaction through proactive team leadership and strategic customer-focused initiatives.

Requirements

• Proven experience managing technical support teams, particularly with developer tools, databases (Postgres or similar), cloud services, and/or AI-driven products.
• Strong technical expertise in Postgres databases, cloud platforms (AWS, Azure, Google Cloud Platform), and ideally familiarity with containerization and AI technologies.
• Comfortable diving deeply into technical troubleshooting and effectively guiding your team through complex scenarios involving databases, performance tuning, and cloud infrastructure.
• Excellent communication skills, capable of articulating complex technical concepts clearly to technical and non-technical stakeholders.
• Empathy, proactivity, and a genuine commitment to delivering exceptional experiences to developers, engineers, and technical customers.
• Strong organizational skills and ability to confidently manage multiple, diverse technical priorities simultaneously.

Not a Great Fit If:

• You prefer managing general customer support teams rather than specialized technical teams.
• You're uncomfortable with deep technical troubleshooting involving databases, cloud environments, or developer-focused tools.
• Your communication style isn't well-suited to clearly explaining complex technical concepts to diverse audiences.
• You seek a purely strategic, hands-off management role; this position requires active engagement and technical mentorship with your team.

Preferred Qualifications

• Experience engaging with open-source or developer communities related to databases, cloud technologies, or AI.
• Proven experience managing remote, globally distributed technical teams.
• Knowledge of advanced cloud database services and containerization technologies.