Manager, Technical Services (Cloud)

The worldwide data management software market is massive (IDC forecasts it to be $137.6 billion by 2026!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list but currently include products such as Atlas, Cloud Manager and Compass.

We need an experienced team manager who is able to mentor, train, and coach a diverse crew across the North America region and work closely with colleagues in New York, Toronto, Austin and remotely. 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 Management, Solutions Architects, and other internal stakeholders on high profile customers as we migrate and support business-critical applications.

If you’re passionate about the opportunity to

• Manage a fast growing team of engineers focused on troubleshooting production systems
• Work with cloud applications whilst learning about the cutting-edge in database technology
• Champion customer’s needs and contribute to the evolution of our SaaS products

This could be the job for you.

We are looking for someone that is based or looking to relocate to Vancouver for our in office structure (min 3 days a week in the office).

As a Manager, Technical Services for our Cloud Support team in the Americas, you will

• Ensure we are investing the right resources, addressing the right problems, and scaling the organization properly to fuel our hyper-growth. This means you’ll also be expected to drive monthly and 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
• Drive improvements in technical services by owning and executing the company objectives with cross geo collaboration.
• Create opportunities for the team to work on internal technical projects, which can include software development, benchmarking, building documentation and training guides, and providing oversight on other engineers’ project work
• Represent MongoDB and Technical Services at meetups and conferences with the community of developers and leaders
• Drive customer success by guiding the team to solve fascinating technical problems, all the way from design through to production operations. This includes managing their team’s workflow, assisting on hands-on customer issues, and managing both internal and external escalations
• Actively manage a fast growing, distributed team, with team members across the US. This includes tasks such as hiring, training, mentoring, meetings, and performance evaluations

What you need

• Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments
• Software development/design
• Management skills, with hands-on experience running small to mid sized teams in a rapid-growth environment
• Performance tuning and benchmarking
• Configuration and usage of common cloud providers (AWS, GCP, Azure)
• The ability to think on your feet, remain calm under pressure, and find solutions to challenges in real-time
• Excellent communication skills, both written and verbal
• Database administration
• Networking knowledge, including firewalls and load balancers
• Systems Administration, Linux preferred
• Strong background in one or more of the following (ideally with some experience in the rest)
• Patience, empathy, and a genuine desire to help others
• Technical Support

Nice to have

• Experience managing large-scale databases (RDBMS or NoSQL or both)
• Experience using or managing MongoDB
• Experience coding in one or more of Java, PHP, Python, Ruby, C, C++, C#, Javascript

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

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.