The opportunity
Technical Services has nearly 200 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires.
What you'll do
Diagnosing and resolving performance related issues
Advising on design and architecture including global distribution and: replication of data to support high availability, low latency and meeting data sovereignty requirements
Advising on upcoming roadmap features and advocating for the customer in: articulating business cases to drive issue resolution
Globally collaborating with peer teams to provide seamless and efficient: regional handovers of follow-the-sun issues
Continuously learning and growing skills via participation in training,: maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
Increasing case-deflection numbers by contributing to knowledge-base,: distributing knowledge to peers and the general MongoDB community
What they're looking for
- Working on named accounts to build rapport and an in-depth understanding of: customer architecture and environment(s) while encouraging expansion of use
- A minimum of five (5)years practical experience running a technical support: team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
- Strong people management skills with a track record of building and managing: individuals with a strong focus on customer experience and technical excellence
- Ability to think on your feet, remain calm under pressure, and solve problems in real-time
