Mongodb

Technical Services Manager

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What Mongodb is looking for in applicants

The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is 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.

MongoDB is the market leader in the NoSQL database space, with growing adoption in every industry vertical, from media and entertainment through to healthcare and financial services. This presents a variety of use cases, environments, and scenarios to support, and our customers and users rely on the expertise and advice of the Technical Services team on a daily basis. 

MongoDB Technical Services Engineers use their exceptional problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB problems. Technical Service Engineers are experts in the entire MongoDB ecosystem - database server, drivers, cloud, and infrastructure. This also includes services such as Atlas (database as a service), Ops Manager (which helps customers with automation, backup, and monitoring of their MongoDB systems), and Realm serverless and mobile solutions. Our engineers combine their MongoDB expertise with passion, initiative, teamwork, and a great sense of humor to help our customers be successful with MongoDB.

This role is remote optional until January 10, 2022, we are looking to speak to candidates who plan to be available in Gurugram office for when we introduce our hybrid model.


Responsibilities 

  • The Technical Services Manager, APAC will have the responsibility to manage and expand a highly-skilled Technical Services team. You will work closely with the rest of our Technical Services Management team including equivalent roles in North America and EMEA, reporting to the Global VP of Technical Services
  • You will run local team meetings, and provide regular mentoring and guidance to your team, interface with the field, sales, product engineering, and directly with the customer base on critical escalations and issue resolution 
  • Provide technical and management leadership, and work with other local leaders on behalf of the Technical Services organization 
  • Coordinate with other support centers and leaders around the world ("follow the sun") to ensure quality is maintained and processes are consistent globally
  • Diagnose and triage problems at various levels of complexity and communicate solutions 
  • Communicate, coordinate and manage escalation of urgent and complex problems with the product engineering teams. As part of the global management team: design, develop, and implement processes, systems, and technology to support and enhance the Technical Services function, including workflow and incident management 
  • Develop and implement practices that measure and improve the effectiveness and performance of the Technical Services function 
  • Contribute to internal technical projects, which can include software development, benchmarking, building documentation and training guides, and providing oversight on other engineers" project work 
  • Lead and/or being involved in Global Strategic Initiatives and attend quarterly summits to coordinate and manage the global goals and initiatives for the organization 
  • Optional, but encouraged: interact with the community at meetups and conferences 

Requirements 

  • People Management skills, with 3 years of hands-on experience in running and scaling small to mid-sized teams in a rapid-growth environment
  • Experience in management of distributed support groups and 24 x 7 support operations 
  • Good communications and interpersonal skills 
  • Ability to deal with complex, time sensitive (and occasionally urgent) technical issues over the telephone, by video, and other media 
  • Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments
  • Strong background in one or more of the following (ideally with some experience in the rest)
    • Software development/design
    • Systems/Network administration
    • Database administration
    • Performance tuning and benchmarking
    • Technical Support on back-end services (example: databases)
  • Deep technical background and knowledge of cloud service offerings

Nice to Have

  • Experience in developing or working with metrics to measure the effectiveness of Technical Services within the organization and from the customer’s perspective 
  • Experience in both small and large companies is highly desirable, start up experience is a bonus 
  • Understanding of web application or mobile application development is a plus
  • Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable

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.

 

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What is Mongodb looking for?
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