Manager, Technical Services

MongoDB
Sydney
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["People management","Customer advocacy","Diagnostic and troubleshooting","Problem-solving","Clear communication"]

Lead a team of MongoDB Cloud Support Engineers in Sydney, diagnosing and resolving customer issues for MongoDB Cloud and Atlas. Advise on system design and architecture for high availability, low latency, and data sovereignty, and advocate for roadmap and customer needs. Manage follow-the-sun regional handovers, drive knowledge-base improvements to increase case deflection, and partner with peers, CSMs, sales, field, and engineering stakeholders to support successful implementations at scale.

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FursaFursa
MongoDB
MongoDB
2 days ago

Manager, Technical Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of MongoDB Cloud Support Engineers in Sydney, diagnosing and resolving customer issues for MongoDB Cloud and Atlas. Advise on system design and architecture for high availability, low latency, and data sovereignty, and advocate for roadmap and customer needs. Manage follow-the-sun regional handovers, drive knowledge-base improvements to increase case deflection, and partner with peers, CSMs, sales, field, and engineering stakeholders to support successful implementations at scale.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a team of MongoDB Cloud Support Engineers focused on MongoDB Cloud and Atlas support for scalable customer implementations.
  • •Diagnose and resolve performance-related issues for MongoDB Cloud/Atlas environments.
  • •Advise on design and architecture, including global distribution and replication to meet availability, latency, and data sovereignty requirements.
  • •Collaborate globally with peer teams to ensure seamless follow-the-sun issue handovers and escalations.
  • •Increase case-deflection by contributing to the knowledge base and sharing subject matter expertise with the broader MongoDB community.

Pay and Benefits

Perks:Parental LeaveFertility Assistance

Key Requirements

  • •Minimum of three (3) years practical experience running a technical support team or organization, including coordinating high-profile customer escalations and collaborating with internal engineering and sales teams.
  • •Proven people management skills with a track record of building and managing individuals with a focus on customer experience and technical excellence.
  • •Ability to think on your feet, remain calm under pressure, and solve problems in real time.
  • •Solid diagnostic and troubleshooting skills and the ability to lead by example.
  • •Ability to understand customer business drivers and use cases, acting as a customer advocate to mitigate and drive issues as appropriate.
Experience:3+ yearsSaaSCloudNoSQLDistributed systems
Skills:People managementCustomer advocacyDiagnostic and troubleshootingProblem-solvingClear communication
Languages:English
Tech Stack:MongoDBMongoDB AtlasAWSTableau

Company Brief

MongoDB
Develops MongoDB, a leading general-purpose, document-based database platform that enables developers and enterprises to build scalable, high-performance applications with flexible data models and cloud-native capabilities.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2007
Glassdoor
Glassdoor: 4.1
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