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. Roles and Responsibilities • 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 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

Manager, Technical Services

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