Manager, Technical Services Engineering

The posting, as MongoDB wrote it

Technical Services has over 500 team members in offices spanning the entire globe. The team operates out of 16 locations including offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, and 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 organization, leading a regional team of MongoDB Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database and the Atlas cloud managed platform that enable successful customer implementations at scale.

We are looking to speak to candidates who are based in Palo Alto as this role will require working in office 3 or more days a week.

Candidate Profile

Required

• 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
• Adept at setting clear expectations for individuals to help strengthen specific skills and provide guidance for career development as well as serving the daily interrupt driven needs of a busy technical support organization
• 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 level

Desirable

• 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 are highly desirable
• Experience with modern observability, analytics, and automation tools
• Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau
• Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications

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 core products at a beg

[…]
MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy , we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB , and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 3273531836
MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:
$133,000 — $261,000 USD