Manager, Technical Services

Responsibilities

• Diagnose and resolve performance-related issues.
• Advise customers on design and architecture, including global data distribution and replication for high availability, low latency, and data sovereignty.
• Advise on upcoming roadmap features and advocate for customers by articulating business cases to drive issue resolution.
• Collaborate globally with peer teams to provide seamless regional handovers in a follow-the-sun support model.
• Develop technical skills through training, industry awareness, and sharing subject-matter expertise.
• Contribute to the knowledge base and distribute knowledge to peers and the MongoDB community to increase case deflection.
• Work with named accounts to build customer relationships, understand customer architectures and environments, and encourage expansion of use.
• Lead and manage a regional team of MongoDB FedRAMP Support Engineers.
• Coordinate high-profile customer escalations and collaborate with engineering and sales teams.
• Participate in pager-duty rotations during nights, weekends, and holidays, approximately once every six weeks during the initial ramping period and potentially thereafter.

Requirements

• At least five years of practical experience running a technical support team or organization.
• Experience coordinating high-profile customer escalations, collaborating with internal engineering departments, and working closely with sales teams.
• Strong people-management skills and a record of developing individuals with a focus on customer experience and technical excellence.
• Ability to remain calm under pressure, solve problems in real time, and lead by example with strong diagnostic and troubleshooting skills.
• Ability to understand customer business drivers and use cases.
• Customer advocacy skills, including the ability to mitigate and drive issues appropriately.
• Comfort with hiring decisions, performance management, and translating organizational goals into team and individual objectives.
• Ability to adapt communication style for audiences ranging from highly technical stakeholders to executives.
• Must be a U.S. Person on U.S. soil: U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee living and working in the United States.

Nice-to-haves

• Experience at a database company, particularly in the NoSQL space, or with a highly concurrent distributed system used in production.
• Cloud-native SaaS experience; IaaS or PaaS experience is highly desirable.
• Experience developing KPIs for management dashboards and scorecards using analytical tools such as Tableau.

Success Measures

Within 30 days

• Complete MongoDB’s new-hire technical training and speak confidently about the product portfolio.
• Navigate and articulate the core products at a beginner level.
• Build rapport and trust with the team.

Within 60 days

• Understand global follow-the-sun and escalation processes.
• Build relationships with escalation managers, customer success managers, sales, field, and engineering stakeholders.
• Begin conducting regular one-on-ones with staff and other Technical Services managers.

Within 90 days

• Drive five cases to closure to learn internal processes.
• Provide and prioritize a personal growth roadmap.
• Identify team efficiency opportunities for scaling.
• Assist with regional escalations and root-cause analyses when needed.
• Keep leadership informed about potentially urgent issues and team-related developments.

At 120 days and onward

• Create a roadmap for scaling product knowledge in line with role requirements.
• Establish an approved plan to improve process or tooling efficiency globally.
• Conduct three face-to-face interactions with marquee customers, either in person or virtually.
• Produce growth plans for the team.
• Demonstrate understanding of the Technical Services team’s short- and long-term goals and how the team contributes to them.

Compensation and Benefits

• Base salary range: $133,000–$261,000 annually.
• Total compensation may also include equity and benefits for eligible employees.
• Benefits may include fertility assistance, parental leave, and employee affinity groups.