Manager, Technical Services Engineering

MongoDB•San Francisco, CA

4d•Hybrid

About The Position

Technical Services has over 500 team members in offices spanning the entire globe. The team operates out of 16 locations including offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, and Dublin. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions. We have an incredible opportunity for a transformational individual to join the MongoDB Technical Services organization, leading a regional team of MongoDB Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database and the Atlas cloud managed platform that enable successful customer implementations at scale. We are looking to speak to candidates who are based in Palo Alto as this role will require working in office 3 or more days a week.

Requirements

A minimum of five (5) years practical experience running a technical support team or organization.
Experience coordinating high profile customer escalations.
Experience collaborating with other internal engineering departments.
Experience working closely with sales teams.
Strong people management skills.
Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
Strong diagnostic and troubleshooting skills.
Ability to understand customer business drivers and use cases.
Customer advocate.
Comfortable engaging in hiring decisions, performance management.
Ability to articulate and calibrate communication style based on audience, from highly technical to executive level.

Nice To Haves

Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures.
Born-in-the-cloud SaaS experience. IaaS or PaaS are highly desirable.
Experience with modern observability, analytics, and automation tools.
Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau.
Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications.

Responsibilities

Leading a regional team of MongoDB Support Engineers.
Addressing issues related to MongoDB’s ‘core’ database and the Atlas cloud managed platform.
Coordinating high profile customer escalations.
Collaborating with other internal engineering departments.
Working closely with sales teams.
Building and managing individuals with a strong focus on customer experience and technical excellence.
Leading-by-example with strong diagnostic and troubleshooting skills.
Setting clear expectations for individuals to help strengthen specific skills and provide guidance for career development.
Serving the daily interrupt driven needs of a busy technical support organization.
Understanding customer business drivers and use cases.
Mitigating and driving issues as appropriate.
Engaging in hiring decisions and performance management.
Translating company and the organization’s goals down to team and individual levels.
Articulating and calibrating communication style based on audience, from highly technical to executive level.
Becoming well-versed in core aspects of MongoDB and the Atlas managed platform.
Combining technical rigor with customer empathy under pressure to help resolve a wide variety of implementation and operational issues.
Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements.
Educating on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution.
Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues.
Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team.
Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community.
Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use.