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About the Role

MongoDB Technical Services is seeking a transformational leader to manage a regional team of MongoDB ‘Fedramp’ Support Engineers. This role is crucial for enabling successful Fedramp customer implementations by addressing database function issues.

Responsibilities

• Diagnose and resolve performance-related issues.
• Advise on design and architecture, including global distribution and replication of data for high availability, low latency, and data sovereignty.
• Advise on upcoming roadmap features and advocate for customers by articulating business cases for issue resolution.
• Collaborate globally with peer teams to provide seamless regional handovers of follow-the-sun issues.
• Continuously learn and grow skills through training, maintaining industry awareness, and developing training to share expertise.
• Increase case-deflection numbers by contributing to the knowledge base and distributing knowledge.
• Work on named accounts to build rapport, understand customer architecture, and encourage expansion of use.

Requirements

• A minimum of five (5) years of practical experience running a technical support team or organization.
• Experience coordinating high-profile customer escalations.
• Experience collaborating with other internal engineering departments.
• Experience working closely with sales teams.
• Strong people management skills with a track record of building and managing individuals focused 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.
• Act as a customer advocate who can mitigate and drive issues.
• Comfortable engaging in hiring decisions and performance management.
• Ability to translate company and organizational goals to team and individual levels.
• Ability to articulate and calibrate communication style based on audience.
• Must be a US Person on US soil (U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee living and working in the United States).
• Willingness and ability to participate in pager duty rotations during nights, weekends, and holidays (approximately one out of every six weeks).

Skills

• Technical support management
• Customer escalation coordination
• Cross-functional collaboration
• Sales team collaboration
• People management
• Customer experience focus
• Technical excellence
• Problem-solving
• Real-time issue resolution
• Diagnostic skills
• Troubleshooting skills
• Customer advocacy
• Communication skills

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• 5+ years running a technical support team

Salary/Compensations

• $133,000—$261,000 USD

Benefits

• Equity
• Employee stock purchase program
• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• 401(k) plan
• Mental health counseling
• Transgender-inclusive health insurance coverage
• Health benefits offerings

About the Company

• MongoDB is built for change, empowering customers and employees 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 is the most widely available, globally distributed data platform, helping organizations modernize legacy workloads, embrace innovation, and unleash AI.
• Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform 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, MongoDB powers 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.
• We are committed to developing a supportive and enriching culture for everyone, including employee affinity groups, fertility assistance, and a generous parental leave policy.
• We value our employees’ wellbeing and support them along every step of their professional and personal journeys.

Equal Opportunity

• MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process.
• MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.