Manager, Technical Services
3 weeks ago
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. Outstanding customer satisfaction is achieved utilizing a 24x7x365 'follow-the-sun' support model with regional teams covering the Americas, EMEA, and APAC regions.
We have an incredible opportunity for a transformational individual to join the MongoDB Technical Services team, leading a regional team of MongoDB 'Infrastructure' Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB's Ops Manager, orchestration and data integrations to enable successful customer implementations at scale.
We need an experienced manager who is able to recruit, mentor, train, and coach a distributed, diverse crew in New York City. 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 Managers, Solutions Architects, Professional Services Engineers, Escalation Managers, and other internal stakeholders on high profile customers as we migrate and support business-critical applications.
We are looking to speak to candidates who are based in (LOCATION) for our hybrid working model.
If You're Passionate About The Opportunity To
- Manage a fast growing team of engineers focused on troubleshooting production systems
- Champion customers' needs, grow your leadership skills, and shape the future of data
Responsibilities- Drive customer success by guiding the team to solve fascinating technical problems, all the way from design through to production operations. This includes managing the team's workflow, and managing both internal and external escalations
- Manage a small team of Technical Services Engineers, assuming day-to-day operational responsibilities for the team. This includes tasks such as hiring, training, mentoring, local team meetings, and performance evaluations
- Coordinate with other support centers and leaders around the world ("follow the sun") to ensure quality is maintained and processes are consistent globally Manage support ticket load across the team
- Communicate, coordinate and manage escalation of urgent and complex problems with the product engineering teams As part of the global management team: design, develop, and implement processes, systems, and technology to support and enhance the Technical Services function, including workflow and incident management
- Ensure we are investing the right resources, addressing the right problems, and scaling the organization properly to fuel our growth. This means you'll also be expected to drive 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
Requirements- Experience recruiting technical staff for customer facing roles, 8 years of experience in the software industry with a minimum of 3 years in Technical Services management (or similar), including people management
- Patience, empathy, and a genuine desire to help others
- Background in the development and management of remote support groups, international support groups and 24 x 7 support operations
- Expertise in developing metrics to measure the effectiveness of Technical Services within the organization and from the customer"s perspective
- Excellent English communication skills, both written and verbal
- Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments
Nice to have- Experience with TB scale backups, monitoring, alerting, database automation, Kubernetes operators, Kafka connectors.
- Understanding of web application or mobile application development is a plus familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
- Experience programming/scripting/hacking a significant plus BS/BA degree or equivalent technical experience
- Experience using or managing MongoDB
- Strong background in one or more of the following (ideally with some experience in the rest)
- Software development/design
- Systems Administration, Linux preferred
- Database administration
- Performance tuning and benchmarking
- Providing technical support to internal and/or external customers
- Configuration and usage of common cloud providers (AWS, GCP, Azure)
- Networking knowledge, including firewalls and load balancers
Success Measures- Within 30 days
- Be able to navigate and articulate our database and Ops Manager products at a beginner level
- Build initial rapport with the team and gain their trust
- Within 60 days
- Complete MongoDB's new hire technical training program; be able to speak confidently about our total portfolio of products
- Understand our global follow-the-sun processes and escalation processes
- Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders
- Have begun conducting regular 1 on1's with staff as well as other managers within Technical Services
- Within 90 days
- Take assignment of and drive cases to closure to help learn our internal processes
- Provide a roadmap for personal growth in the role and justify the order and prioritization
- Have identified areas of efficiency for the team to scale
- Can assist with regional escalations and RCA's when needed
- Keep leadership apprised of potentially hot issues and heads-up information related to the team
- Within 180 days
- Produce a roadmap and review with your manager detailing how you will scale your technical knowledge in the product commensurate with role needs
- Have an approved plan to globally drive improvement in an area of process or tooling efficiency
- Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
- Produce growth plans for the team
- Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives
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., 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.
-
Senior Technical Lead
2 days ago
New York, New York, United States FST Technical Services Full timeJob OpportunityFST Technical Services is a leading Commissioning (Cx) firm that partners with clients to ensure quality assurance in building projects. We are seeking a Senior Engineer to join our team and contribute to our mission.Key ResponsibilitiesEngineering LeadershipProvide technical oversight and support to the teamDevelop and maintain quality...
-
Technical Product Manager
2 weeks ago
New York, New York, United States PEAK Technical Staffing USA Full timeTechnical Product ManagerWe are seeking a highly skilled Technical Product Manager to join our team at PEAK Technical Staffing USA. As a Technical Product Manager, you will be responsible for overseeing the development and enhancement of our customer-facing data capture tool that supports data integration, risk detection, customer screening, analyst...
-
Senior Technical Lead
2 weeks ago
New York, New York, United States FST Technical Services Full timeFST Technical Services Commissioning DivisionWe are a leading commissioning firm in the country, partnering with clients for quality assurance in building projects. Our team ensures that equipment in mechanical, electrical, plumbing, and associated systems are designed, installed, and functionally tested to meet client requirements and design intent.Senior...
-
Technical Product Manager
1 week ago
New York, New York, United States PEAK Technical Staffing USA Full timeTechnical Product ManagerWe are seeking a highly skilled Technical Product Manager to oversee the development and enhancement of our customer-facing data capture tool. This role will be 100% remote, but requires working EST business hours.Key ResponsibilitiesProduct Vision and Roadmap: Develop and maintain a clear product vision and roadmap for the tool,...
-
Technical Services Manager
1 week ago
New York, New York, United States MongoDB Full timeJob Title: Technical Services ManagerWe are seeking an experienced Technical Services Manager to join our team at MongoDB. As a Technical Services Manager, you will be responsible for leading a regional team of MongoDB 'Infrastructure' Support Engineers, providing expert-level technical support to our customers, and driving customer success.Key...
-
Project Manager
4 weeks ago
New York, New York, United States Technical Global Solutions Full timeJob SummaryWe are seeking a highly skilled Project Manager to join our team at Technical Global Solutions. As a key member of our organization, you will be responsible for overseeing the planning, execution, and delivery of complex technical infrastructure projects.Key ResponsibilitiesProject Planning and ExecutionDevelop and manage project plans, timelines,...
-
Senior Technical Lead
6 days ago
New York, New York, United States FST Technical Services Full timeJob OverviewFST Technical Services is a leading Commissioning (Cx) firm that partners with clients to ensure quality assurance in building projects. We are seeking a Senior Engineer to join our team and contribute to our mission.Key ResponsibilitiesEngineering Mentorship / LeadershipProvide guidance and support to junior engineers, promoting their growth and...
-
Technical Account Manager
2 weeks ago
New York, New York, United States Opal Services Full timeOpal Services: Unlocking Access ManagementWe're revolutionizing access management with our cutting-edge platform. As a Technical Account Manager, you'll play a pivotal role in ensuring our customers' success by providing expert guidance, support, and technical expertise throughout their journey with our platform.Key Responsibilities:Technical Support: Serve...
-
Technical Support Manager
1 month ago
New York, New York, United States TEKConn Services Inc. Full timeAbout the RoleWe are seeking a highly skilled Senior Help Desk Analyst to join our team at TEKConn Services Inc. in Midtown Manhattan. As a key member of our elite support team, you will be responsible for providing technical support to our clients and ensuring the smooth operation of our IT infrastructure.Key ResponsibilitiesTechnical Support: Provide...
-
Technical Product Manager
1 week ago
New York, New York, United States PEAK Technical Staffing USA Full timeJob Title: Technical Product ManagerWe are seeking a highly skilled Technical Product Manager to join our team at PEAK Technical Staffing USA. As a Technical Product Manager, you will be responsible for driving innovation, enhancing security, and improving decision-making processes within our payment processing solutions.Key Responsibilities:Develop and...
-
Engineering Manager
4 days ago
New York, United States FST Technical Services Full timeFST Technical Services Commissioning (Cx) division is one of the leading Cx firms in the country. We partner with clients for quality assurance in the design, construction, and post-acceptance phases of building projects. We ensure that equipment in mechanical, electrical, plumbing, and associated systems are designed, installed, and functionally tested to...
-
Technical Product Manager, NLP Services
2 weeks ago
New York, NY, United States myGwork Full timeThis job is with Bloomberg, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Bloomberg’s CTO Office is the future-looking technical and product arm of Bloomberg L.We envision, design, and prototype the next generation infrastructure, hardware, and applications for the Bloomberg Terminal. Our...
-
Technical Product Manager, NLP Services
2 weeks ago
New York, NY, United States myGwork Full timeThis job is with Bloomberg, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Bloomberg’s CTO Office is the future-looking technical and product arm of Bloomberg L.P. We envision, design, and prototype the next generation infrastructure, hardware,...
-
Technical Sales Specialist
3 weeks ago
New Berlin, Wisconsin, United States STS Technical Services Full timeSTS Technical Services is seeking a skilled Sales Engineer to bridge the gap between sales and engineering. As a Sales Engineer, you will play a key role in understanding client needs, offering tailored solutions, and ensuring technical aspects align with sales objectives. This position requires strong technical knowledge, excellent communication skills, and...
-
Technical Program Manager, Advertising Solutions
1 month ago
New York, New York, United States Amazon Services LLC Full timeWelcome to the Amazon Services LLC OrganizationThe Advertising Solutions organization is at the heart of Amazon Ads, a rapidly growing sector of Amazon's business operations. Every advertisement that goes through our Amazon systems or is displayed on our digital platforms must comply with the established policies and guidelines.Are you ready to take on the...
-
IT Service Lead
4 weeks ago
New York, New York, United States TALENT Software Services Full timeJob SummaryTalent Software Services is seeking an experienced IT Service Lead to join our team. As a key member of our IT department, you will be responsible for providing dedicated IT support to our site, resolving end-user IT-related issues, and ensuring the smooth operation of our IT systems.Key ResponsibilitiesIT Help Desk Support: Provide timely and...
-
Field Service Technician Level 2
1 week ago
New York, United States LND Technical Services, LLC Full timeJob Title: Field Service Electrician Technician Level IICompany: LND Technical Services, LLCLocation: New YorkJob Type: Full-TimeSalary: Competitive, Based on ExperienceBenefits: Health Insurance, Paid Time Off, Travel ReimbursementAbout LND Technical Services, LLC: LND Technical Services is a leading provider of electrical services, known for delivering...
-
Technical Product Manager for NLP Services
1 week ago
New York, New York, United States myGwork Full timeJoin Bloomberg's CTO Office as a Technical Product Manager for NLP ServicesBloomberg's CTO Office is the future-looking technical and product arm of Bloomberg L. We envision, design, and prototype the next generation infrastructure, hardware, and applications for the Bloomberg Terminal. Our projects include machine learning-powered products, cloud computing...
-
Service Technician
1 month ago
New York, New York, United States Rise Technical Full timeJob Summary: We are seeking a skilled Field Service Technician to join our team at Rise Technical. As a Field Service Technician, you will be responsible for maintaining and repairing electro-mechanical systems, including generators and compressors.Key Responsibilities:Maintain and repair electro-mechanical systems, including generators and compressorsWork...
-
Technical Manager
6 days ago
New York, New York, United States City of New York Full timeJob Title: Technical ManagerJoin the City of New York's team of innovators and technologists as a Technical Manager. In this role, you will lead a team of engineers and administrators in the development and maintenance of digital services that improve the lives of New Yorkers.About the RoleThe Technical Manager will be responsible for guiding the technical...
