Manager, Technical Services

The database market is massive and MongoDB is at the head of its disruption. At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity. Technical Services has nearly 200 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, 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 team, leading a team of MongoDB Cloud Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s Cloud service, Atlas, to enable successful customer implementations at scale. We are looking to speak to candidates who are based in Sydney or Melbourne as this role will require working in the office 3 or more days a week. Candidate Profile Required • A minimum of three (3) 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. • Proven people management skills with a track record of building and managing individuals with a 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 solid 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 organisation’s goals down to team and individual levels • Ability to articulate and calibrate communication style based on audience, from highly technical to ‘executive' Desirable • Knowledge of Amazon Web Services, or other major cloud providers • Born-in-the-cloud SaaS experience. IaaS or PaaS are highly desirable • Prior database experience, especially NoSQL or similar distributed systems • Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau 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 cloud 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 • 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 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 • 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…