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Lead Engineer for Technical Support
3 months ago
Overview
As a pivotal player in the growth of MongoDB, we are committed to providing innovative applications and services that simplify the management and scaling of database deployments. Our Technical Services Engineering Team excels in problem-solving and customer support, leveraging their extensive technical expertise to assist clients in overcoming complex MongoDB challenges.
We are seeking a seasoned team leader who can mentor, train, and guide a diverse group in a collaborative environment. Your role will involve ensuring that customer inquiries are handled with precision, efficiency, and professionalism, while maintaining a strong focus on client success. You will work closely with Customer Success Managers, Solutions Architects, Professional Services Engineers, and other key stakeholders to support high-profile clients during their migration and management of critical applications.
If You Are Enthusiastic About:
- Leading a dynamic team of engineers dedicated to resolving production system issues.
- Advocating for customer needs and contributing to the advancement of our Developer Data Platform.
Key Responsibilities:
- Foster customer success by guiding your team in tackling intriguing technical challenges, from design to production operations. This includes managing team workflows, assisting with customer issues, and handling escalations.
- Collaborate with the team Manager to oversee daily operations, including hiring, training, mentoring, conducting meetings, and performance assessments.
- Engage in internal technical initiatives, which may involve software development, benchmarking, documentation, training materials, and supervising project work by other engineers.
- Ensure the appropriate allocation of resources, addressing key challenges, and scaling the organization effectively to support our rapid growth. This includes generating monthly and quarterly reports on issues and improvements, enhancing operational workflows with internal teams, and coordinating training sessions and conferences.
Qualifications:
- Minimum of 2 years of experience in leading technical teams, either directly or indirectly.
- Demonstrated patience, empathy, and a sincere desire to assist others.
- Strong foundation in one or more of the following areas, ideally with exposure to the others:
- Software development/design
- Systems Administration, preferably Linux
- Database management
- Performance optimization and benchmarking
- Technical support for internal and/or external clients
- Utilization of common cloud platforms (AWS, GCP, Azure)
- Networking concepts, including firewalls and load balancers
- Over 10 years of experience managing large-scale databases (RDBMS or NoSQL or both).
- Exceptional English communication skills, both written and verbal.
- Ability to think critically, remain composed under pressure, and devise solutions to challenges in real-time.
- Robust diagnostic and troubleshooting skills, with significant experience resolving end-to-end technical issues in production settings.
Preferred Qualifications:
- Experience with MongoDB or managing similar technologies.
- Proficiency in programming languages such as Java, PHP, Python, Ruby, C, C++, C#, or JavaScript.
Success Metrics:
- Within three months, you will complete product training, manage customer inquiries, and lead team meetings.
- By six months, you will serve as a mentor, promoting consistent troubleshooting and diagnostic practices to resolve complex customer issues.
- In twelve months, you will handle escalations for critical customer issues, conduct regular one-on-one meetings with team members, and relay product feedback to development teams.
