Manager – Technical Services
Posted on 3/28/2023
INACTIVE
MongoDB

5,001-10,000 employees

Modern, general-purpose database platform
Company Overview
MongoDB empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data
Data & Analytics

Company Stage

Series F

Total Funding

$311M

Founded

2007

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

10%

1 year growth

18%

2 year growth

46%
Locations
Salt Lake City, UT, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
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