Lead Technical Services Engineer - Partners

Job description:

MongoDB's Technical Services Engineering team uses exceptional problem-solving and customer service skills, along with deep technical experience, to advise customers and solve their complex MongoDB problems: consulting on application and schema design, optimizing performance and scalability, resolving production outages, designing and reviewing operational procedures such as business continuity plans, and explaining MongoDB internals.

As Lead, Technical Services Engineer, Partners, you will mentor, train, and coach a team of Partner TSEs while remaining hands-on with the most complex partner and mutual-customer issues. You will work with the team Manager and take on day-to-day operational responsibility for the team, ensuring caseload is addressed accurately, quickly, and professionally, with a constant focus on customer and partner success. You will also collaborate with Customer Success Management, Solutions Architects, Partner teams, and other internal stakeholders on high-profile partners and customers as we migrate and support business-critical applications.

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

Required:

• 2+ years of experience leading teams, directly or indirectly
• Patience, empathy, and a genuine desire to help others
• ~7 years of experience building, managing, and maintaining complex, mission-critical, large-scale production database systems (RDBMS, NoSQL, or both)
• Coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, JavaScript, Node.js, Go, etc.
• Experience working with APIs to integrate with 3rd-party technologies and software in areas such as security and fraud, big data analytics and AI, healthcare, content management, IoT, database performance monitoring and management, financial services, and telco
• Solid hands-on systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting
• Strong diagnostic and troubleshooting process, with significant experience analyzing and troubleshooting end-to-end issues holistically in production, from the application tier through the database down to storage
• Troubleshooting experience with the TCP/IP networking stack on OS and hypervisor, including firewalls and load balancers
• Experience using or administering one or more cloud stacks such as AWS, Azure, or GCP
• Hands-on experience administering and troubleshooting NAS, SAN, local storage, and multi-pathing
• Experience building solutions involving application workloads and use cases
• Strong background in performance tuning and benchmarking, and in providing technical support to internal and/or external customers
• Excellent written and verbal communication skills
• Ability to think on your feet, remain calm under pressure, and find solutions in real time

Preferred:

• Experience using or managing MongoDB
• Experience developing applications in one or more programming languages using a NoSQL or SQL database
• Strong understanding of authentication systems such as LDAP, Kerberos, and AD
• Experience with distributed version control systems, in particular git
• Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators
• Experience working with software product teams, and familiarity with product release processes from planning to release

Success Measures:

• In 3 months, you will have gained a deep understanding of MongoDB and its partner ecosystem, completed New Hire Training, and built working relationships with your team, the Manager, and key partner and internal stakeholders
• In 6 months, you will be running day-to-day team operations (workflow, escalations, meetings) with the Manager, comfortable working frontline with customers and partners, and will have completed the MongoDB Certified DBA Associate exam
• In 12 months, you will be a recognized technical specialist and people leader: your team's engineers are growing and independently handling technical escalations, partner Centers of Excellence are in place for onboarded partners, and you are driving regular pain and bug reporting and operational improvements with Engineering and internal teams

Responsibilities:

• Team leadership and operations
• Drive customer and partner success by guiding the team to solve complex technical problems, from design through production operations, including managing team workflow, assisting on hands-on customer issues, and managing internal and external escalations
• Work with the team Manager to assume day-to-day operational responsibility for the team, including hiring, training, mentoring, coaching, meetings, and performance evaluations
• Ensure caseload is addressed accurately, quickly, and professionally, and actively monitor partner-related cases to ensure correct handling
• 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: drive monthly and quarterly pain and bug reports to Engineering, improve operational workflows with internal teams at MongoDB, coordinate regional trainings, summits, and conferences, and help address market demand for our product and services more broadly
• Direct partner support
• Provide in-market support for technology partners to ensure good customer outcomes
• Provide development support through the Design-Win process, helping partners get to market via MongoDB best practices and solution interoperability guidance
• Act as the domain expert and context source for partner-related matters, and facilitate partner engagement as needed
• Onboard partners: document contacts, establish escalation paths, and set up communication channels (Slack, recurring review and check-in cadence)
• Lead Partners Center of Excellence work per onboarded partner: build a partner-specific knowledge base, perform technology reviews of the partner's solution and integration, review partner solution releases for known MongoDB issues, maintain as-built documentation (deployment architecture, product/solution matrix, known issues), communicate best practices, and build a risk mitigation plan
• Support for joint and mutual customers
• Lead multi-vendor collaboration when an issue's root cause spans multiple vendors
• Manage mutual support systems and case-handling processes
• Manage partner escalation contacts and processes
• Collaborate with Customer Success Management, Solutions Architects, and other internal stakeholders on high-profile customers as we migrate and support business-critical applications
• Program-level objectives the role serves
• Centralized point of contact within Technical Services for partner-account support matters
• Knowledge hub within TS for all partner-related information
• Minimizing technical-interoperability risk for mutual customers
• Champion the customer's and partner's needs and contribute to the evolution of our Developer Data Platform