Manager of Technical Services, MongoDB

• 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

Desirable

• 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 Toronto
• 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
• 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
• 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
• 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 five (5) 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
• At 360 days and onward:
• Coordinate critical production down customer escalations
• Manage product feedback to development teams including quarterly pain and bug reports to Engineering
• Understand current customer demands, project future customer needs and adjust team plans accordingly