Manager, 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.

We have an incredible opportunity for a transformational individual to join the MongoDB Technical Services team, leading a regional team of MongoDB Support Engineers.

Click here to learn more about our Technical Services team.

We are looking to speak to candidates who are based in Tel Aviv for our hybrid working model.

About The Team

Technical Services has over 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

The Technical Services team focuses on helping customers to be successful with MongoDB products. Learning and supporting these products will provide you with a great deal of exposure to modern technologies such as Cloud, Kubernetes, configuration management tools and managing instances in the public cloud (AWS, GCP and Azure).

Required

• A minimum of three (3) years of 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, and translating the 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 is highly desirable.
• Experience developing KPIs 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 assignments 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 RCAs 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 an 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’ well-being 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