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Manager, Technical Services - job 1 of 2

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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.

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, and Buenos Aires. 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 regional team of MongoDB ‘core’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database functions to enable successful customer implementations at scale.

Click here to learn more about our Technical Services team.

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

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!

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
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'

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 highly desirable
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 core 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
- Take assignment of and drive five (5) cases to closure to help learn our internal processes
- 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
- Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
- 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

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: 1263116921

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

Average salary estimate

$197000 / YEARLY (est.)

min

max

$133000K

$261000K

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What You Should Know About Manager, Technical Services, MongoDB

Are you ready to lead an exceptional team at MongoDB as a Manager of Technical Services in vibrant Palo Alto? Here, your primary mission will be to guide a talented group of Support Engineers dedicated to addressing issues related to MongoDB’s core database functions. You’ll play a pivotal role in empowering our clients to build and run modern applications seamlessly across various platforms. Picture yourself diagnosing performance-related issues, advising on design and architecture, and being the customer’s ultimate advocate in escalating high-impact issues. This position provides you with a unique opportunity to grow and foster relationships with both internal teams and clients. At MongoDB, we’re not just about code and data – we’re about people. You'll be part of a global organization that takes pride in outstanding customer service, utilizing a follow-the-sun support model to ensure our clients have access to help whenever they need it. With a commitment to continuous learning, you and your team will have the chance to develop skills, enhance knowledge-sharing internally and within the broader MongoDB community, and really make a mark on the scale of customer satisfaction. If you have a strong technical foundation of at least five years in running a technical support team, coupled with sharp problem-solving skills and a knack for managing complex situations, we want to hear from you. Join us at MongoDB and be part of something great, where your work will unlock possibilities and influence the future of technology.

Frequently Asked Questions (FAQs) for Manager, Technical Services Role at MongoDB

What responsibilities does a Manager of Technical Services at MongoDB have?

As a Manager of Technical Services at MongoDB, your responsibilities include leading a regional team of Support Engineers, diagnosing performance issues, advising on data architecture, and facilitating global collaboration to ensure seamless support. You'll also engage with customers to understand their needs, drive issue resolutions, and take ownership of high-profile customer escalations, all while maintaining a strong focus on customer satisfaction.