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Director, Technical Services

Austin
USD $162,000~$317,000

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). 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.

We are seeking a highly dynamic Director of Technical Services who will help lead teams responsible for cultivating our customers’ success and has a direct impact on our company’s growth. 

We are looking to speak to candidates who are based in Austin or Chicago for our hybrid working model.

The Technical Services team is responsible for providing advice and support for MongoDB, the most popular next-generation database, in use across a wide variety of industries and use cases. The Technical Services teams that you’ll manage at MongoDB are responsible for ensuring customer success in their use of MongoDB by applying strong problem solving skills, diverse technology experience, and knowledge of MongoDB products.

Position Expectations

  • Drive customer success by building, growing, and retaining a highly capable team responsible for interfacing directly with customers, often in high stakes situations. 
  • Interface with the various departments in the company and represent the Technical Services team in those interactions, being a champion for our customers and for our company’s success
  • Contribute to global projects, which can include various areas of continuous improvement including process, automation, and tooling

The Director, Technical Services must have strong technical skills in order to understand the typical problems our customers have and to engage credibly with highly technical customer leaders. Our customers support highly strategic software projects which are mission critical to their organizations, and portraying MongoDB customer obsession is an essential part of this role. 

The Director, Technical Services reports to the Vice President of Technical Services for the Americas and will be supervising the leaders of teams of technical services engineers in their region.

The ideal candidate will have

  • Strong management and leadership skills, with hands-on experience building and running teams of people leaders, including developing leaders and their direct reports
  • 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
  • The ability to understand and explain highly complex systems and technical concepts, while calibrating the communication approach and depth based on the audience
  • A history of building organizational change and process improvement both regionally and across a global team
  • The ability to think on your feet, remain calm under pressure, and help the team solve problems in real-time
  • Strong background in diagnostic / troubleshooting processes
  • Strengths in relationship building and maximizing team performance in a high growth and rapidly evolving environment
  • Excellent communication and presentation skills, written and verbal

Success Measures

Within 30 days

  • Completes our new hire technical training program; be able to speak confidently about our total portfolio of products
  • Be able to navigate and explain our core products at a beginner level

Within 60 days

  • Understands our global follow-the-sun processes and escalation processes
  • Initiates 1on1s with peers, staff, and cross-company individuals with shared and adjacent responsibilities

Within 90 days

  • Develops initial talent reviews and growth plans for their team
  • Performs a rotation as a support engineer to gain greater understanding of how the team works
  • Completes the MongoDB Associate DBA certification

At 120 days and onward 

  • Works cross-company to manage a customer satisfaction or relationship risk situation from beginning to end. Reports on experience during a regional team meeting
  • Presents on a significant continuous improvement opportunity for Technical Services at a global team meeting

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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