Manager, Technical Services

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 ‘Fedramp’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s database functions to enable successful Fedramp customer implementations. Click here to learn more about our Technical Services team. We are looking for candidates who are comfortable working a Wednesday - Sunday or Saturday - Wednesday schedule. We're looking to speak with candidates based on the east coast and able to work EST 1st shift hours. Typical responsibilities of the team include: Diagnosing and resolving performance related issues Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue reso [... source excerpt omitted ...] s by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use 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 [... source excerpt omitted ...] rnal 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, translating company and the organization’s goals down to team and individual levels Abili