Manager, Technical Services

MongoDB; Sydney Township (ND); Hybrid; USD 100,000 - 136,000; Full time

Job summary

MongoDB is seeking a transformational leader to head the Technical Services team, guiding Cloud Support Engineers focused on Atlas deployments and customer success at scale. Based in Sydney or Melbourne, you will drive performance, process improvements, and cross-functional collaboration to deliver outstanding support experiences.

You will manage escalations, mentor engineers, and partner with sales, CS and engineering to align on strategic goals.

Qualifications

• 3+ years leading technical support teams and managing high-profile escalations.
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Responsibilities

• Diagnosing and resolving performance issues.
• Advising on design and architecture for global distribution and replication of data to support high availability, low latency and data sovereignty.
• Collaborating with peer teams to provide seamless regional handovers of follow-the-sun issues.
• Continuously learning and sharing knowledge across the team to increase capabilities and reduce escalations.
• Building rapport with named accounts to understand customer environments and drive expansion.

Skills

People management

Escalation leadership

Cloud expertise

Hiring decisions

Executive comms

Troubleshooting

Customer advocacy

Job description

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 the team include:

• 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

Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you!

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us 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 is an equal opportunities employer.

Requisition ID : 2273508015