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About the Role
MongoDB Technical Services is seeking a transformational individual to lead a team of MongoDB Cloud Support Engineers. This role focuses on addressing issues related to MongoDB’s Cloud service, Atlas, to enable successful customer implementations at scale. The ideal candidate will enjoy helping customers, managing complex situations, and leading a talented group of individuals.
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 the customer by articulating business cases to drive issue resolution.
- Globally collaborate with peer teams to provide seamless and efficient 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 to peers and the community.
- Work on named accounts to build rapport, understand customer architecture, and encourage expansion of use.
Requirements
- A minimum of three (3) years 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.
- Proven 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 solid diagnostic and troubleshooting skills.
- Ability to understand customer business drivers and use cases.
- A customer advocate who can mitigate and drive issues as appropriate.
- Comfortable engaging in hiring decisions, performance management, and translating company goals to team and individual levels.
- Ability to articulate and calibrate communication style based on audience, from highly technical to executive.
- Knowledge of Amazon Web Services, or other major cloud providers.
- Born-in-the-cloud SaaS experience. IaaS or PaaS are highly desirable.
- Prior database experience, especially NoSQL or similar distributed systems.
- Experience developing KPIs viewable in management dashboards and scorecards using analytical tools like Tableau.
Skills
- Technical support team management
- Customer escalation coordination
- Internal engineering collaboration
- Sales team collaboration
- People management
- Customer experience focus
- Technical excellence
- Problem-solving
- Diagnostic skills
- Troubleshooting skills
- Customer advocacy
- Hiring
- Performance management
- Communication
- Amazon Web Services knowledge
- Cloud provider knowledge
- SaaS experience
- IaaS experience
- PaaS experience
- Database experience (NoSQL, distributed systems)
- KPI development
- Tableau
Location
- Sydney
- Melbourne
Work Type
- Hybrid
Experience Level
- 3+ years managing a technical support team
Benefits
- Employee affinity groups
- Fertility assistance
- Generous parental leave policy
About the Company
- MongoDB is the leading modern data platform, built for change and 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, globally distributed data platform is available across AWS, Google Cloud, and Microsoft Azure.
- Over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, rely on MongoDB for their most important applications.
- Our compass is our Leadership Commitment, guiding decisions, interactions, and success.
- We are committed to developing a supportive and enriching culture for everyone, focusing on personal growth and business impact.
Equal Opportunity
- 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.