Director, Technical Services

5 days ago

Dublin, Dublin City, Ireland TN Ireland Full time

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MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

The Director of Technical Services helps lead the team that is responsible for cultivating our customers' success and has a direct impact on our company's growth.

We are looking to speak to candidates who are based in Dublin for our hybrid working model.

The Technical Services team is responsible for providing advice and support for MongoDB, the most popular next-generation database, in use across a wide variety of industries and use-cases. The Technical Services teams that you'll manage at MongoDB are responsible for ensuring customer success in their use of MongoDB through:

  • Applying strong problem-solving skills, diverse technology experience, and knowledge of MongoDB products and applications in order to assist in the implementation and troubleshooting of a wide range of innovative customer applications and environments
  • Consulting on application or schema design
  • Optimizing performance and solving scalability issues
  • Resolving production outages
  • Designing and reviewing operational procedures like business continuity plans
  • Explaining the internals of MongoDB

Position Expectations

  • Drive customer success by leading the team who are solving challenging technical problems, from design through to production operations. This includes managing their team's workflow and high-value interactions with our escalation management team managing both internal and external escalations
  • Grow and lead a distributed regional team, including coordinating, mentoring, and actively recruiting new members of the team in partnership with our local recruiting team
  • Interface with various departments in the company and represent the Technical Services team in those interactions, being a champion for our customers and for our company's success
  • Contribute to global projects, which can include various aspects of program management including process, automation, and tooling

The Director of Technical Services must have the technical skills to understand the various issues above, as well as the leadership ability to help build, mentor, and grow the rest of the Technical Services team. The MongoDB staff have a fanatical commitment to our customers' success and it's important that you share that.

The Director, Technical Services reports to the Area Vice President for EMEA and will be supervising the leaders of teams of technical services engineers in their region.

The ideal candidate will have

  • Strong management and leadership skills, with hands-on experience building and running teams of people leaders, including developing leaders and their direct reports
  • Practical experience running a technical support team or organization, including experience coordinating high-profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
  • A history of building organizational change and process improvement both regionally and across a global team
  • The ability to think on your feet, remain calm under pressure, and help the team solve problems in real-time
  • Strong background in diagnostic/troubleshooting processes
  • Strengths in relationship building and maximizing team performance in a high growth and rapidly evolving environment
  • Excellent communication and presentation skills, written and verbal

Success Measures

The Director of Technical Services will be successful in this role if they steadily build a solid team that directly contributes to our customers' success. After a ramping period, they should first begin to build internal relationships across departments to help coordinate work and responses to customer issues, and later begin to establish relationships with key customer accounts to allow for proactive, positive communications and engage with them before escalations are required. In scenarios where escalations are unavoidable, the Director of Technical Services will be able to successfully take a senior leadership position in the escalation response, including assembling a response team of technical resources, coordinating their work, working with the global escalation management team, communicating to the customer success organization, our customer, and to executive management, and ensuring that we learn from the situation in an effort to constantly improve the way we support our customers.

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