Manager, Technical Services Engineering

About this role

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.

Candidate Profile

Required

• 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

• Adept at setting clear expectations for individuals to help strengthen specific skills and provide guidance for career development as well as serving the daily interrupt driven needs of a busy technical support organization

• 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 level

Desirable

• 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

Success Measures

Within 30 days

• Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products

• Be able to navigate and articulate our core products at a beginner level

• Build initial rapport with the team and gain their trust

Within 60 days

• Understand our global follow-the-sun processes and escalation processes

• Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders

• Have begun conducting regular 1 on1’s with staff as well as other managers within Technical Services

Within 90 days

• Take assignment of and drive five (5) cases and 15 chats to closure to help learn our internal processes

• Provide a roadmap for personal growth in the role and justify the order and prioritization

• Have identified areas of efficiency for the team to scale

• Able to assist with regional escalations and RCA’s when needed

• Keep leadership apprised of potentially hot issues and heads-up information related to the team

At 120 days and onward

• Produce a roadmap and review with your manager detailing how you will scale your technical knowledge in the product commensurate with role needs

• Have an approved plan to globally drive improvement in an area of process or tooling efficiency

• Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually

• Produce growth plans for the team

• Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives

Typical responsibilities of the the technical services engineering team include:

• 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

Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you!

About MongoDB

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