Manager, Technical Services
3 weeks ago
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, Bengaluru, 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 ‘core’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database functions to enable successful customer implementations at scale.
We are looking to speak to candidates who are based in Gurugram office for our hybrid working model.
Typical responsibilities of the team include
Diagnosing and resolving stability and performance-related issuesAdvising on design and architecture including global distribution and replication of data to support high availability, low latency, and meeting data sovereignty requirementsAdvising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolutionGlobally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issuesContinuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the teamIncreasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB communityWorking on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of useOur 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
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 EMEAYou 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 organisation Coordinate with other support centers and leaders around the world ("follow the sun") to ensure quality is maintained and processes are consistent globallyDiagnose 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 managementDevelop and implement practices that measure and improve the effectiveness and performance of the Technical Services functionContribute to internal technical projects, which can include software development, benchmarking, building documentation and training guides, and providing oversight on other engineers" project workLead and/or being involved in Global Strategic Initiatives and attend quarterly summits to coordinate and manage the global goals and initiatives for the organisationOptional, but encouraged: interact with the community at meet ups and conferencesQualifications/Requirements
A minimum of five (3-5)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 teamsStrong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellenceAbility to think on your feet, remain calm under pressure, and solve problems in real-timeAbility to lead-by-example with strong diagnostic and troubleshooting skillsAbility to understand customer business drivers and use casesA customer advocate who can mitigate and drive issues as appropriateIs comfortable engaging in hiring decisions, performance management, translating company and the organization’s goals down to team and individual levelsAbility 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 architecturesBorn-in-the-cloud SaaS experience. IaaS or PaaS are highly desirableExperience developing KPI’s viewable in management dashboards and scorecards using analytical tools like TableauSuccess Measures
Within 30 days
Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of productsBe able to navigate and articulate our core products at a beginner levelBuild initial rapport with the team and gain their trustWithin 60 days
Understand our global follow-the-sun processes and escalation processesHave formed relationships with escalation managers, CSMs, sales, field, and engineering stakeholdersHave begun conducting regular 1 on1’s with staff as well as other managers within Technical ServicesWithin 90 days
Take assignments and drive five (5) cases to closure to help learn our internal processesProvide a roadmap for personal growth in the role and justify the order and prioritizationHave identified areas of efficiency for the team to scaleCan assist with regional escalations and RCA’s when neededKeep leadership apprised of potentially hot issues and heads-up information related to the teamAt 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 needsHave an approved plan to globally drive improvement in an area of process or tooling efficiencyProduce growth plans for the teamDemonstrate an understanding of the short and long-term goals of the Technical Services team and how your team is working toward those objectives-
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