MongoDB11 дней назад
Manager, Technical Services
Зарплата не указана
Austin
Обязанности
- 01Lead and develop a high-performing team: Manage daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy
- 02Oversee partner support and escalations: Drive operational excellence in triage and resolution for complex, high-priority partner issues, coordinating cross-functionally across Engineering, Product, and Customer Success
- 03Optimize processes and scale operations: Drive continuous improvement by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction
- 04Collaborate and advocate: Partner with global leadership to ensure consistent, follow-the-sun service delivery and represent the team’s interests in cross-functional forums
- 05Drive product feedback loops: Ensure the team captures actionable trends and insights to influence Product and Engineering roadmaps
Требования
- 015+ years of experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure
- 022+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management)
- 03Strong operational instincts, including experience with case management, escalation, prioritization, workflow design, and support process improvement
- 04Demonstrated ability to coach and develop technical talent in a high-accountability environment
- 05Excellent communication skills, with the ability to adapt messaging across technical practitioners, partner leaders, and internal executives
- 06Strong customer and partner advocacy mindset, with sound judgment during high-pressure situations
- 07Experience collaborating cross-functionally with Engineering, Product, Support, Customer Success, and field teams
- 08A solid technical foundation in one or more of the following areas: Database administration; Distributed systems Cloud infrastructure; Systems administration; Networking; Performance troubleshooting; Application architecture
- 09Experience using metrics to evaluate team health, improve service quality, and guide operational decisions
Условия
- 01This role is ideal for a people leader who is passionate about customer outcomes, calm execution during escalations, and building scalable support practices for a fast-growing partner ecosystem
- 02We are looking to speak to candidates who are based in Austin, TX for our hybrid working model