Cloud Support Team Lead, Technical Services at MongoDB

| Austin
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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.*

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Technology we use

  • Engineering
    • MongoDBDatabases

Location

3711 S MoPac Expy, Austin, TX 78735

An Insider's view of MongoDB

How would you describe the company’s work-life balance?

MongoDB selects intelligent and capable individuals who are motivated to capitalize on the massive opportunity in front of us. Although we are chasing this opportunity, there is incredible work-life balance in the form of numerous team outings and a flexible PTO policy.

Chris

Corporate Account Executive

What does your typical day look like?

On a typical day, I work on new accounts, renewals, and meet with prospects. I speak with executives and developers about their applications and get to be at the forefront of the newest technologies! It's great to work for a business that your clients love. We get the best support from our leaders and training to keep us sharp on our skills.

Jessica

Corporate Account Executive

How does the company support your career growth?

MongoDB has grown exponentially over the past few years and as a result, there are numerous opportunities for career advancement. To keep pace, the company is constantly investing in developing its people to lead the next phase of our organization. For those looking to take their career to the next level, there is no place better than MongoDB.

James

Customer Success Manager

What unique initiatives do you have that encourage innovation?

The SDR Team is constantly re-evaluating and improving the way we support and add value to the rest of the Sales Org. In fact, on a quarterly basis, each person on the team proposes and executes a 'team improvement project,' which is something that they feel will add value to the team. These projects ensure that each SDR constantly innovates.

Gigi

Director of Sales Development

How do you collaborate with other teams in the company?

In any organization, it is essential for teams and departments to work together seamlessly in order to be effective. At MongoDB, the people and their ability to work together is a large reason for its success. Our sales teams interact with other business units on a daily basis.

Brent

Regional Sales Director

What are MongoDB Perks + Benefits

MongoDB Benefits Overview

At MongoDB, our employees get to make a huge impact and disrupt the database software industry every day. However, making a large impact isn’t the only perk of working at MongoDB. We also provide our employees with the resources they need to thrive in many aspects of their lives. We’re devoted to creating an open, innovative, and supportive environment for our team.

From flexible PTO and yoga classes, to fertility assistance and an amazing parental leave policy — the opportunity to make an impact at MongoDB is real and we want to support all of our employees in that journey.

Take a look at just some of the benefits we offer our employees.

Culture
Volunteer in local community
Since its September launch, MongoDB serves ATX has donated over $7,000 to organizations in the local Austin Community!
Partners with Nonprofits
Our Austin office partners with a variety of local charities and non-profits such as Habitat for Humanity, Doc & Gayle Young Food Drive, and more.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
MongoDB provides Backup child care assistance.
Generous Parental Leave
MongoDB offers 20 weeks of paid parental leave for both mothers and fathers, and 4 additional weeks of flexible work arrangements for employees who have been with the company for at least 12 months.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
MongoDB sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
MongoDB hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Learn about our Upskill program for SDRs to grow into a corporate sales role: https://www.mongodb.com/blog/post/mongodbs-sdr-upskill-program-the-path-from-sales-development-to-corporate-sales

Additional Perks + Benefits

To read about all of our benefits, take a look at this blog post: https://www.mongodb.com/blog/post/employee-benefits-that-make-a-differe…

We offer: Family support programs, fertility and adoption assistance, flexible PTO, employee affinity groups, mental health benefits, wellness and event programs, global mobility options, and more!

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