Lead, Technical Services

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer 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.

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. MongoDB Technical Services Engineering Team uses their exceptional problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB problems. 

We need an experienced team lead who is able to mentor, train, and coach a diverse crew in Toronto. You will be expected to ensure caseload is addressed accurately, quickly, and professionally while maintaining focus on customers’ success. You will also collaborate with Customer Success Managers, Solutions Architects, Professional Services Engineers, and other internal stakeholders on high profile customers as we migrate and support business-critical applications.

We are looking to speak to candidates who are based in Sao Paulo for our hybrid working model.

If You’re Passionate About The Opportunity To

• Manage a fast growing team of engineers focused on troubleshooting production systems
• Champion customer’s needs and contribute to the evolution of our Developer Data Platform

Responsibilities

• Drive customer success by guiding the team to solve fascinating technical problems, all the way from design through to production operations. This includes managing their team’s workflow, assisting on hands-on customer issues, and managing both internal and external escalations
• Work in conjunction with the team Manager, assuming day-to-day operational responsibilities for the team. This includes tasks such as hiring, training, mentoring, meetings, and performance evaluations
• Contribute to internal technical projects, which can include software development, benchmarking, building documentation and training guides, and providing oversight on other engineers’ project work
• Ensure we are investing the right resources, addressing the right problems, and scaling the organization properly to fuel our hyper-growth. This means you’ll also be expected to drive monthly and quarterly pain and bug reports to Engineering, improve operational workflows with internal teams at MongoDB, coordinate regional trainings, summits, and conferences, as well as focus on how we address market demand for our product and services more broadly

Requirements

• 2+ years experience leading technical teams, either directly or indirectly
• Patience, empathy, and a genuine desire to help others
• Strong background in one or more of the following (ideally with some experience in the rest)
• Software development/design
• Systems Administration, Linux preferred
• Database administration
• Performance tuning and benchmarking
• Providing technical support to internal and/or external customers
• Configuration and usage of common cloud providers (AWS, GCP, Azure)
• Networking knowledge, including firewalls and load balancers
• 10+ years experience managing large-scale databases (RDBMS or NoSQL or both)
• Excellent English communication skills, both written and verbal
• The ability to think on your feet, remain calm under pressure, and find solutions to challenges in real-time
• Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments

Nice to have

• Experience using or managing MongoDB
• Experience coding in one or more of Java, PHP, Python, Ruby, C, C++, C#, Javascript

Success Measures

• In 3 months, you'll complete product training, handle customer tickets and run stand-up meetings
• In 6 months, you'll act as a sounding board and mentor, promoting consistent, repeatable troubleshooting and diagnostic processes to investigate and resolve complex customer issues
• In 12 months, you'll handle production down customer escalations, conduct weekly 1:1 sync meetings with team members and manage product feedback to development teams

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.