The opportunity
Technical Services operates with a global footprint, maintaining a presence in key cities such as New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Our commitment to exceptional customer satisfaction is underpinned…
What you'll do
Diagnosing and resolving performance issues: Identifying, troubleshooting, and fixing performance-related bottlenecks
Advising on design and architecture: Providing technical guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty requirements
Serving as a customer advocate: Advising on upcoming roadmap features and articulating strong business cases to drive the swift resolution of critical issues
Engaging in global collaboration: Partnering with regional peer teams and sharing account context to anticipate client needs before an event, ensuring a seamless and elevated level of global service
Fostering a culture of continuous learning: Growing technical skills through training participation, maintaining industry awareness, and developing specialized internal training to share subject matter expertise more broadly across the team
Enhancing case-deflection strategies: Increasing case-deflection numbers by regularly contributing to the knowledge base, distributing technical insights to peers, and sharing knowledge with the broader MongoDB community
What they're looking for
- Building strong account relationships: Working with specific key accounts to build rapport, establish deep partnerships, and gain an in-depth understanding of unique customer architectures and environments while actively encouraging the expansion of MongoDB usage
- + years managing technical support or customer-facing engineering teams, with: demonstrated success scaling operations, implementing process improvements, and elevating team performance
- Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
- Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
