Knowledge Manager, Technical Support Services

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

Team Overview

The Knowledge Management team resides within a global 500+ member Technical Services department. To support that department, Knowledge team members are equally distributed across the globe (Americas, EMEA, and APAC). This position will directly manage the Knowledge team, reporting to the Director of Technical Services Enablement. The Knowledge Manager will work closely with both Technical Support leadership and Enablement Program Managers to set strategic direction and goals within the team.

We have an incredible opportunity for a results-oriented individual to join the MongoDB Technical Services team, leading all aspects of global Knowledge Management and the associated team.

The global Knowledge Manager is responsible for growing the use and value of MongoDB technical content, both internally at MongoDB and externally with customers. 

This role can be based out of our MongoDB offices or remotely in Canada.

Typical Responsibilities of the Role

• Manage the global Technical Services Knowledge team; guiding careers across development, project management, writing, and reporting/data domains
• Work with the Enablement Program Managers and Technical Services Leadership team to design and implement a roadmap to achieve the department-wide Knowledge objectives
• Develop and report on measures of success around knowledge management, including but not limited to:
• customer self-service and deflection efforts
• internal knowledge sharing and collaboration
• ramping of new hires on knowledge management practices
• Represent and advocate for the TS team in cross-departmental efforts around Knowledge Management. Collaborate with other teams on their knowledge needs, expanding the use of knowledge tooling across the business.
• Drive continuous improvements in quality and efficiency of customer facing and internal content
• Communicate with Technical Services leadership and executive management on the progress and impact of our Knowledge Management efforts. Own all Knowledge metrics and present trends (and content gaps) back to the business
• Take a hands-on role in knowledge content pipeline creation, delivering content alongside the team when required
• Collaborate with the product management and engineering teams to identify upcoming product changes that will require new knowledge collateral
• Build and maintain vendor relationships. Identify and capitalize on new tools or trends that can drive content quality and efficiency

Candidate Profile

Required

• At least eight (8) years experience in a highly technical, content creation based role at a large scale software company
• Experience managing a diverse and distributed team
• Experience leading Knowledge Management and/ or Technical Documentation functions at scale
• Experience working on cross-functional initiatives with Product Engineering, Product Management, and Customer Engineering (Support, Professional Services, Solution Architecture/ Pre-sales, Customer Success, etc.) functions
• Strong communication skills and executive presence
• Knowledge Centered Support (KCS) experience
• Excellent communication and stakeholder management skills
• Experience with Salesforce Lightning Knowledge, Jira, and Coveo Cloud are essential

Desirable

• Prior experience as a software engineer is desirable, as MongoDB is a highly technical product and successful candidates typically are comfortable programming, writing DB queries, and operating in a command shell
• Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures
• Prior management experience of a global team
• Product Management experience is desirable
• Experience in a data science or generative AI domain would be valuable
• Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
• Experience producing management dashboards and scorecards using tools like Tableau
• Familiarity with Python, React, Git, and Splunk are valuable
• Experience in search optimization and self service solutions, LLM’s and / or RAG

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.

Req ID: 1263107919