Manager, Technical Services

Responsibilities

• Diagnose and resolve performance-related issues.
• Advise on design and architecture, including global data distribution and replication, to support high availability, low latency, and data sovereignty requirements.
• 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 for follow-the-sun issues.
• Continuously develop technical skills through training, industry awareness, and sharing subject-matter expertise.
• Increase case deflection by contributing to the knowledge base and distributing knowledge to peers and the MongoDB community.
• Work with named accounts to build rapport, understand customer architectures and environments, and encourage expansion of use.
• Lead and manage a team of MongoDB Cloud Support Engineers.
• Coordinate high-profile customer escalations and collaborate with internal engineering and sales teams.
• Participate in hiring decisions, performance management, goal setting, and team growth planning.
• Develop team roadmaps and drive improvements in process or tooling efficiency.
• Keep leadership informed about critical issues and escalation-related developments.

Requirements

• At least three years of practical experience running a technical support team or organization.
• Proven people-management skills and a record of developing individuals with a focus on customer experience and technical excellence.
• Strong diagnostic and troubleshooting skills.
• Ability to remain calm under pressure and solve problems in real time.
• Ability to understand customer business drivers and use cases.
• Customer advocacy and escalation-management skills.
• Ability to communicate effectively with audiences ranging from highly technical stakeholders to executives.

Nice-to-haves

• Knowledge of Amazon Web Services or other major cloud providers.
• Experience with cloud-native SaaS; IaaS or PaaS experience is desirable.
• Database experience, especially NoSQL or distributed systems.
• Experience developing KPIs in management dashboards and scorecards using analytical tools such as Tableau.

Compensation and benefits

• Supportive and enriching workplace culture.
• Employee affinity groups.
• Fertility assistance.
• Generous parental leave policy.
• Disability accommodations throughout the application and interview process.