INACTIVE
Full-Time
Manager – Technical Services
Modern, general-purpose database platform
Data & Analytics
Senior
Vancouver, BC, Canada
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'
- 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
- Take assignment of and drive five (5) cases 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
- Can assist with regional escalations and RCA's when needed
- Keep leadership apprised of potentially hot issues and heads-up information related to the team
MongoDB empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data
Company Stage
Series F
Total Funding
$311M
Headquarters
New York, New York
Founded
2007
Growth & Insights
Headcount
6 month growth
↑ 20%1 year growth
↑ 34%2 year growth
↑ 63%Benefits
Family Support Programs
Flexible PTO
Fertility and Adoption Assistance
Employee Affinity Groups
Transgender Benefits and Support
Mental Health
Wellness Events and Programs
Global Mobility
INACTIVE