Customer Support Lead

Adyen

This is Adyen Adyen is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Meta, Uber, H&M, eBay, and Microsoft. To maintain our momentum, we need people to join us in finding new ways of solving our unique challenges - people like you. Team Lead, Technical Support As a Technical Support Team Lead, based in Amsterdam, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove service and support.  Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.  What you’ll do * Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices * Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale * Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their careers * Help define and clearly communicate objectives and key results for the Support team * Institute accountability, track team progress and success, and present results to Senior Leadership Who you are * You are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience directly managing technical support teams. * You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures * You are able to serve as an escalation point to varied technical support requests and issues * You can make quick informed decisions and prioritize requests for both internal and external stakeholders * You have strong communication skills and the ability to interact with others clearly and empathetically * Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity * You must be willing to travel occasionally, both domestically and internationally where required Our Diversity, Equity and Inclusion commitments  Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.  Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application What’s next? Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility. Please, note that this role is a full-time position in Amsterdam, with a hybrid work setup (3 days per week in the office). It will require a relocation in case you live outside of the Netherlands.

Mongodb

As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most. We are looking to speak to candidates who are based in Amsterdam for our hybrid working model. KEY RESPONSIBILITIES Customer Advisory * Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments * Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention Account & Portfolio Management * Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success * Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support growth * Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes Internal Collaboration & Customer Advocacy * Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap and coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization * Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement, while contributing learnings from customer interactions to strengthen team success and maximize customer value WHAT YOU WILL BRING * Relevant Experience: 5 to 7+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product * Accountability: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers * Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience. ABOUT MONGODB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.  To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID: 2273451842

Databricks

P-1448 ABOUT THE ROLE DATABRICKS IS SEEKING AN EXPERIENCED SR. DESIGNATED SUPPORT ENGINEER/PREMIER SUPPORT ENGINEER WITH A STRONG TECHNICAL FOUNDATION IN APACHE SPARK AND A PASSION FOR CUSTOMER ENGAGEMENT. THIS SELF-MOTIVATED PROFESSIONAL WILL DEMONSTRATE HIGH COMMITMENT TO BOTH CUSTOMERS AND INTERNAL TEAMS, WITH EXCELLENT COMMUNICATION, PROJECT MANAGEMENT, AND PROBLEM-SOLVING SKILLS. IN THIS ROLE, THE SR. DESIGNATED SUPPORT ENGINEER/PREMIER SUPPORT ENGINEER WILL BUILD AND MAINTAIN CLOSE RELATIONSHIPS WITH STRATEGIC CUSTOMERS, MANAGE AND PRIORITIZE CRITICAL ISSUES, AND ENSURE A HIGH-TOUCH, PROACTIVE SUPPORT EXPERIENCE. THE IMPACT YOU WILL HAVE * Manage large strategic accounts to provide a high-touch support experience. * Deep-dive into complex Apache Spark and Data Engineering issues, analyzing Spark UI, thread dumps, and driver/executor logs to resolve critical performance bottlenecks. * Advise strategic customers on Data Engineering best practices, including optimizing ETL/ELT pipelines, data modeling, and leveraging the Databricks Lakehouse architecture (Delta Lake/Iceberg). * Project manage all open support cases to expedite support ticket closure. * Facilitate customer correspondence with Engineering, Product Team, SMEs, and Accounts Teams to advance tickets toward resolution. * Directly engage on business-impacting situations and ensure recovery of functionality for the customer. * Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays, and mitigate issues. * Effectively use sound business judgment, risk avoidance, and SME resources to coordinate team efforts to solve problems. * Carry out regular reviews of customer cases to identify trends and proactive optimization opportunities. * Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders. * Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools. WHAT WE LOOK FOR * Minimum 3 years of dedicated experience in Data Engineering, building, deploying, and maintaining large-scale data pipelines. * Minimum 3 years’ experience designing, developing, testing, and sustaining Python/Java/Scala-based applications required. * Deep, architectural knowledge of Apache Spark internals (including Drivers, Executors, Core Memory Management, DAGs, Catalyst Optimizer, and Tungsten execution engine). * Proven track record of troubleshooting complex Spark and big data issues, such as data skew, out-of-memory (OOM) errors, serialization issues, and slow-running broadcast joins. * Highly effective with project managing multiple tasks and work streams, driving them to conclusion. * Demonstrated analytical and problem-solving skills, particularly those that apply to a “Distributed Big Data Computing” environment. * Excellent executive presence. You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders * Preference for customer-facing experience as a Support Engineer, Technical Account Manager, DSE, or in related production support areas  About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.