Manager, Technical Services

MongoDB•Austin, TX

2d•Hybrid

About The Position

Technical Services has nearly 200 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. 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 team, leading a regional team of MongoDB ‘Fedramp’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s database functions to enable successful Fedramp customer implementations. Click here to learn more about our Technical Services team. We are looking to speak to candidates who are based in Austin, TX for our hybrid working model.

Requirements

A minimum of five (5)years practical experience running a technical support team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
Strong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence
Ability to think on your feet, remain calm under pressure, and solve problems in real-time
Ability to lead-by-example with strong diagnostic and troubleshooting skills
Ability to understand customer business drivers and use cases
A customer advocate who can mitigate and drive issues as appropriate
Is comfortable engaging in hiring decisions, performance management, translating company and the organization’s goals down to team and individual levels
Ability to articulate and calibrate communication style based on audience, from highly technical to ‘executive'
Be a US Person on US soil (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee living and working in the United States)
Willingness and ability to participate in pager duty rotations during nights, weekends and holidays (approximately one out of every six weeks), at least during an initial ramping period (and potentially permanently)

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 highly desirable
Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau

Responsibilities

Diagnosing and resolving performance related issues
Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
Advising 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