Manager, Technical Services

Summary

Join MongoDB's Technical Services team as a regional leader for a team of core Support Engineers. This role, based in Palo Alto or remotely in the US, focuses on resolving customer issues related to MongoDB's core database functions. You will diagnose and resolve performance issues, advise on design and architecture, collaborate globally, and continuously develop skills. The ideal candidate has 5+ years of experience leading a technical support team, strong people management skills, and excellent diagnostic and troubleshooting abilities. MongoDB offers a comprehensive benefits package including flexible paid time off, parental leave, 401(k), and more.

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’

Responsibilities

• Diagnose and resolve performance related issues
• Advise on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
• Advise 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

Preferred Qualifications

• 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

Benefits

• 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