The opportunity
MongoDB's Technical Services Engineering team uses exceptional problem-solving and customer service skills, along with deep technical experience, to advise customers and solve their complex MongoDB problems: consulting on application and schema design, optimizing performance and…
What you'll do
Drive customer and partner success by guiding the team to solve complex: technical problems, from design through production operations, including managing team workflow, assisting on hands-on customer issues, and managing internal and external escalations
Work with the team Manager to assume day-to-day operational responsibility: for the team, including hiring, training, mentoring, coaching, meetings, and performance evaluations
Ensure caseload is addressed accurately, quickly, and professionally, and: actively monitor partner-related cases to ensure correct handling
Contribute to internal technical projects, which can include software: development, benchmarking, building documentation and training guides, and providing oversight on other engineers' project work
Ensure we are investing the right resources, addressing the right problems,: and scaling the organization properly: drive monthly and quarterly pain and bug reports to Engineering, improve operational workflows with internal teams at MongoDB, coordinate regional trainings, summits, and conferences, and help address market demand for our product and services more broadly
Provide in-market support for technology partners to ensure good customer outcomes
What they're looking for
- Provide development support through the Design-Win process, helping partners: get to market via MongoDB best practices and solution interoperability guidance
- Act as the domain expert and context source for partner-related matters, and: facilitate partner engagement as needed
- Onboard partners: document contacts, establish escalation paths, and set up communication channels (Slack, recurring review and check-in cadence)
- Lead Partners Center of Excellence work per onboarded partner: build a partner-specific knowledge base, perform technology reviews of the partner's solution and integration, review partner solution releases for known MongoDB issues, maintain as-built documentation (deployment architecture, product/solution matrix, known issues), communicate best practices, and build a risk mitigation plan
