Manager, Technical Services - Remote

Overview

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.

In Short

• Lead a regional team of MongoDB Support Engineers.
• Diagnose and resolve performance-related issues.
• Advise on design and architecture for data distribution and high availability.
• Collaborate globally for seamless issue resolution.
• Contribute to knowledge-base and enhance customer experience.
• Build rapport with customers to understand their architecture.
• Manage high-profile customer escalations.
• Participate in training and maintain industry awareness.
• Drive process improvements and efficiencies within the team.
• Engage in hiring and performance management activities.

Requirements

• Minimum five years of experience in technical support management.
• Strong people management skills and customer focus.
• Ability to remain calm under pressure and solve problems in real-time.
• Strong diagnostic and troubleshooting skills.
• Understanding of customer business drivers and use cases.
• Effective communication skills tailored to different audiences.
• Experience in collaborating with engineering and sales teams.
• Desirable experience in NoSQL databases or cloud-based solutions.
• Experience with analytical tools like Tableau.

Benefits

• Competitive salary and equity options.
• Flexible paid time off.
• 20 weeks fully-paid gender-neutral parental leave.
• Fertility and adoption assistance.
• 401(k) plan and mental health counseling.
• Inclusive health insurance coverage.
• Supportive work culture promoting employee wellbeing.
• Opportunities for professional growth and development.
• Participation in employee affinity groups.
• Commitment to diversity and equal opportunity.