Diagnosing and resolving performance related issues, leading structured investigations, root-cause analysis, and recovery efforts across multiple technical layers
Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
Owning complex and high-impact customer investigations involving AI applications and agentic workflows
Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
Creating and improving troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks
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
Reviewing recurring issues and identifying opportunities to improve support processes, tooling, and customer self-service
Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use
Contributing to the broader MongoDB database and cloud support cases when needed
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 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 management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence
Ability to rapidly adopt new technologies and to deploy them in a team environment
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, translating 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 highly desirable
Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau
Experience applying AI in technical support and/or engineering environments, with the ability to lead adoption of AI-native ways of working across the team
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 assignment of 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 RCA’s 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 the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives
About MongoDB
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.
Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
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.
REQ ID: 2273509041
