If you’re passionate about the opportunity to

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

This could be the job for you.

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.mongodb.com), Cloud Manager, and Stitch.

We need an experienced team lead who is able to mentor, train, and coach a diverse crew across the North America region and work closely with colleagues in Austin, Palo Alto and New York. 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.

MongoDB is a fantastic place to work and build your career, and here you can

• Be a part of the company that’s reinventing the database, focused on innovation and speed
• Enjoy a fun, inspiring culture that is engineering focused
• Work with talented people around the globe
• Learn, contribute, and make an impact on the product and community

Responsibilities

As the lead for our Cloud Support team in NA, you will

• 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
• Hands on management of a fast growing, distributed team, with team members across the US. This includes tasks such as hiring, training, mentoring, meetings, and performance evaluations
• Contribute to 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
• 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

Requirements

• Management skills, with hands-on experience running small to mid sized teams in a rapid-growth environment
• Patience, empathy, and a genuine desire to help others
• 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
• Technical Support
• Configuration and usage of common cloud providers (AWS, GCP, Azure)
• Networking knowledge, including firewalls and load balancers
• Excellent communication skills, both written and verbal
• The ability to think on your feet, remain calm under pressure, and find solutions to challenges in real-time
• Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments

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

*MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.*