Manager, Technical Services
About The Position
MongoDB is seeking a transformational individual to join the Technical Services team as a Manager, leading a regional team of MongoDB ‘Fedramp’ Support Engineers. These engineers are experts in addressing issues related to MongoDB’s database functions to enable successful Fedramp customer implementations. The Technical Services team has nearly 200 global team members across various office locations and operates on a 24x7x365 ‘follow-the-sun’ support model. This role is based in Austin, TX, with a hybrid working model. The ideal candidate enjoys helping customers, managing complex situations, and leading a talented group of individuals who consistently delight customers.
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
- 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
Benefits
- equity
- participation in the employee stock purchase program
- flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- fertility and adoption assistance
- 401(k) plan
- mental health counseling
- access to transgender-inclusive health insurance coverage
- health benefits offerings
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
