Manager, Technical Services
On-siteSydney, New South Wales, Australia
Job Summary
Lead a team of MongoDB Cloud Support Engineers, diagnosing and resolving performance issues while advising on global data distribution and replication architecture. Collaborate with peer teams to manage seamless regional handovers of follow-the-sun support cases and build rapport with named accounts to drive customer expansion. Increase case deflection by contributing to the knowledge base and sharing subject matter expertise across the organization. Manage high-profile escalations, coordinate with internal engineering and sales, and develop team growth plans aligned with product roadmaps. Based in Sydney or Melbourne, this role requires 3+ days in-office weekly and involves leading a global technical services unit.
Required Qualifications
- A minimum of three (3) years practical experience running a technical support team or organization
- Experience coordinating high profile customer escalations
- Experience collaborating with other internal engineering departments
- Experience working closely with sales teams
- Proven people management skills
- Track record of building and managing individuals
- Focus on customer experience
- Focus on technical excellence
- Ability to think on your feet
- Ability to remain calm under pressure
- Ability to solve problems in real-time
- Ability to lead-by-example
- Solid diagnostic and troubleshooting skills
- Ability to understand customer business drivers
- Ability to use customer use cases
- Ability to mitigate and drive issues as appropriate
- Comfortable engaging in hiring decisions
- Experience with performance management
- Ability to translate company and the organisation's goals down to team and individual levels
- Ability to articulate and calibrate communication style based on audience
- Ability to communicate with highly technical audiences
- Ability to communicate with executive audiences
- Based in Sydney
- Based in Melbourne
- Working in the office 3 or more days a week
Desired Qualifications
- Knowledge of Amazon Web Services
- Knowledge of other major cloud providers
- Born-in-the-cloud SaaS experience
- IaaS experience
- PaaS experience
- Prior database experience
- NoSQL experience
- Experience with similar distributed systems
- Experience developing KPI's viewable in management dashboards and scorecards
- Experience using analytical tools like Tableau
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