India has emerged as a cornerstone in our MongoDB Technical Services growth story, marked by the team’s 100% growth in just two years. Bengaluru has been at the forefront of our expansion, witnessing an incredible increase in personnel and the addition of new teams and functions to support our developer data platform. This highlights Bengaluru’s emerging role in providing critical technical assistance to our customers and partners.
Gurugram has also played a crucial role in the growth of Technical Services in India. This growth underscores Gurugram’s increasing significance as a thriving hub for MongoDB Technical Services. MongoDB’s continuing investment in expanding Technical Services in India reflects the substantial impact the team has had on MongoDB's customer success.
A look into Technical Services
We have multiple customer-facing Technical Services teams in India, each with unique roles and responsibilities. From specific product support to support for MongoDB services and Atlas cluster deployments, each team seeks individuals with strong critical thinking skills who can quickly detect, resolve, or escalate complex issues that may span various aspects of MongoDB's products and services. Our Technical Services teams are committed to delivering exceptional support to our customers through each team’s unique focus.
Building together across teams and departments
As part of their role, Technical Services Engineers (TSEs) need to partner with other supporting functions within MongoDB to ensure seamless operations and exceptional customer support.
TSEs proactively identify issues that may require escalation and involve Escalation Managers accordingly. They also identify opportunities for improvement within the MongoDB product ecosystem and pass on any feedback, feature requests, and customer insights to our Product Management and Customer Success teams.
The Technical Services team is highly collaborative and works together to solve customer problems. While each sub-team within Technical Services focuses on specific areas of expertise, there are numerous intersections that require cross-team collaboration. This collaborative approach enables team members to learn and build new skills by exploring different areas of interest.
Excellence centers
We also take pride in the technical excellence centers that we have built between our teams in India. These centers are part of our global Technical Experts ecosystem. Technical Experts help us train the Technical Services team, liaise with the development teams, and highlight pain points to the Product Management team, amongst other responsibilities.
Learning and development
We believe that an engineer's journey goes beyond a career and is about gaining knowledge, skills, and experiences. MongoDB is an integral part of this journey, offering a platform for continuous growth and development.
New hires undergo comprehensive onboarding and training to gain a holistic understanding of the MongoDB ecosystem. Engineers are encouraged to participate in cross-team rotations and have access to various learning platforms, including O’Reilly Learning and internal Product Readiness training. We collaborate closely with our Technical Services Knowledge and Training teams to deliver training sessions, fostering both technical and presentation skills and an observational learning culture.
Engineers are also provided with “protected time” to focus on their individual learning plan, allowing them to focus on delivering projects, prepping for certifications, growing their expertise in a specific area, or working in collaborative cross-skill focus groups.
Periodic hackathons offer a platform for innovation, encourage collaboration, and contribute to team-wide problem-solving efforts. In addition, MongoDB User Groups and .local events allow the team to showcase and share their knowledge externally.
By creating a learning environment where engineers can grow and achieve their goals, both our team members and the business thrive.
Enhancing support across time zones
An exciting development in our Technical Services journey is the introduction of the Swing Shift in India. This strategic initiative leverages India's engineering talent to enhance support during India and EMEA hours, further augmenting support for the surrounding regions and improving service continuity for APAC and EMEA customers.
We continue to hire in both our Bengaluru and Gurugram offices. If you’re someone who is technically talented, enjoys problem-solving, loves working with customers, and values your personal and professional growth, I encourage you to explore open roles on our careers site.