Director, Technical Services

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 environmentsConsulting on application or schema designOptimizing performance and solving scalability issuesResolving production outagesDesigning and reviewing operational procedures like business continuity plansExplaining the internals of MongoDB Position Expectations Drive customer success by leading the team who are solving challenging technical problems, all the way from design through to production operations. This includes managing their teams’ workflow and high value interactions with our escalation management team managing both internal and external escalationsGrow and lead a distributed regional team, including coordinating, mentoring, and actively recruiting new members of the team in partnership with our local recruiting teamInterface with the 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 successContribute 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 into 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 reportsPractical 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 teamsA history of building organisational change and process improvement both regionally and across a global teamThe ability to think on your feet, remain calm under pressure, and help the team solve problems in real-timeStrong background in diagnostic/ troubleshooting processesStrengths in relationship building and maximizing team performance in a high growth and rapidly evolving environmentExcellent communication and presentation skills, written and verbal Success MeasuresThe 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 organisation, 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.