Get your ideas to market faster with a flexible, AI-ready database. MongoDB makes working with data easy. Backed by NEA, Sequoia and USV.
About the role
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!
What they're looking for
- Becoming well-versed in core aspects of MongoDB and the Atlas managed platform
- Combining technical rigor with customer empathy under pressure to help resolve a wide variety of implementation and operational issues
- Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
- Educating 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
More about this role
Technical Services has over 500 team members in offices spanning the entire globe. The team operates out of 16 locations including offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, and 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 organization, leading a regional team of MongoDB Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database and the Atlas cloud managed platform that enable successful customer implementations at scale.
We are looking to speak to candidates who are based in Palo Alto as this role will require working in office 3 or more days a week.
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...
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