Lead, Technical Services

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 and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

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

MongoDB Technical Services Engineering Team uses their exceptional problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB problems like:

• 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

We need an experienced team lead who is able to mentor, train and coach a diverse crew in Gurugram/Bengaluru. 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.

The Technical Services Team Lead will report into the regional manager and will be primarily supervising the core TSEs in the Gurugram location.

If You're Passionate About The Opportunity To

• Manage a fast growing team of engineers focused on troubleshooting production systems
• Champion customer's needs and contribute to the evolution of our Developer Data Platform

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 their team's workflow, assisting on hands-on customer issues and managing both internal and external escalations
• Work in conjunction with the team Manager, assuming day-to-day operational responsibilities for the team. 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
• 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

• 2+ years of prior experience leading teams either directly or indirectly
• 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
  • 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
• ~10 years of Experience managing large-scale databases (RDBMS or NoSQL or both)
• 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 using or managing MongoDB
• Experience coding in one or more of Java, PHP, Python, Ruby, C, C++, C#, Javascript

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. Learn more about what it's like to work at MongoDB, 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.