Manager, Technical Services (Infrastructure Team)
Company: MongoDB
Location: New York
Posted on: September 24, 2024
Job Description:
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 anywhere-on the edge, on premises, or across
cloud providers. With offices worldwide and over 175,000 developers
joining MongoDB every month, it's no wonder that leading
organizations, like Samsung and Toyota, trust MongoDB to build
next-generation, AI-powered applications.
Technical Services has nearly 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.
We have an incredible opportunity for a transformational individual
to join the MongoDB Technical Services team, leading a regional
team of MongoDB 'Infrastructure' Support Engineers. Individuals in
this team are experts in addressing issues related to MongoDB's Ops
Manager, orchestration and data integrations to enable successful
customer implementations at scale.
We need an experienced manager who is able to recruit, mentor,
train, and coach a distributed, diverse crew in New York City. You
will be expected to ensure caseload is addressed accurately,
quickly, and professionally while maintaining focus on customers'
success. You will also collaborate with Customer Success Managers,
Solutions Architects, Professional Services Engineers, Escalation
Managers, and other internal stakeholders on high profile customers
as we migrate and support business-critical applications.
We are looking to speak to candidates who are based in (LOCATION)
for our hybrid working model.
If You're Passionate About The Opportunity To
- Manage a fast growing team of engineers focused on
troubleshooting production systems
- Champion customers' needs, grow your leadership skills, and
shape the future of data
Responsibilities
- Drive customer success by guiding the team to solve fascinating
technical problems, all the way from design through to production
operations. This includes managing the team's workflow, and
managing both internal and external escalations
- Manage a small team of Technical Services Engineers, assuming
day-to-day operational responsibilities for the team. This includes
tasks such as hiring, training, mentoring, local team meetings, and
performance evaluations
- Coordinate with other support centers and leaders around the
world ("follow the sun") to ensure quality is maintained and
processes are consistent globally Manage support ticket load across
the team
- 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
- Ensure we are investing the right resources, addressing the
right problems, and scaling the organization properly to fuel our
growth. This means you'll also be expected to drive quarterly pain
and bug reports to Engineering, improve operational workflows with
internal teams at MongoDB, coordinate regional trainings, summits,
and conferences, as well as focus on how we address market demand
for our product and services more broadly
Requirements
- Experience recruiting technical staff for customer facing
roles, 8 years of experience in the software industry with a
minimum of 3 years in Technical Services management (or similar),
including people management
- Patience, empathy, and a genuine desire to help others
- Background in the development and management of remote support
groups, international support groups and 24 x 7 support
operations
- Expertise in developing metrics to measure the effectiveness of
Technical Services within the organization and from the customer"s
perspective
- Excellent English communication skills, both written and
verbal
- Strong diagnostic/troubleshooting process, with significant
experience troubleshooting end-to-end technical issues in
production environments
Nice to have
- Experience with TB scale backups, monitoring, alerting,
database automation, Kubernetes operators, Kafka
connectors.
- 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
- Experience programming/scripting/hacking a significant plus
BS/BA degree or equivalent technical experience
- Experience using or managing MongoDB
- Strong background in one or more of the following (ideally with
some experience in the rest)
- Software development/design
- Systems Administration, Linux preferred
- Database administration
- Performance tuning and benchmarking
- Providing technical support to internal and/or external
customers
- Configuration and usage of common cloud providers (AWS, GCP,
Azure)
- Networking knowledge, including firewalls and load
balancers
Success Measures
- Within 30 days
- Be able to navigate and articulate our database and Ops Manager
products at a beginner level
- Build initial rapport with the team and gain their trust
- Within 60 days
- Complete MongoDB's new hire technical training program; be able
to speak confidently about our total portfolio of products
- 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 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
- Within 180 days
- 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
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., 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.
Keywords: MongoDB, Clifton , Manager, Technical Services (Infrastructure Team), Hospitality & Tourism , New York, New Jersey
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