Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Mid-Market Sales Executive is responsible for sales and revenue growth in their assigned, targeted accounts. This individual is responsible for building a sales pipeline, managing a sales process for their mid-market brands/group with 40 to 500 units.

Candidates must live local to Canada or be willing to relocate.

A day in the life (Responsibilities)

• Lead efforts to grow Toast market share in the multi-unit restaurant industry through establishment and cultivation of ongoing relationships at the C-Suite level through research, cold-calling and networking to develop a qualified pipeline of prospects.
• Create demand by educating prospects on the Toast value proposition of products and solutions through demonstrations and presentations communicating a compelling purchase rationale.
• Cultivate relationships with business partner counterparts who sell and support complementary applications and services to point of sale systems serving the restaurant industry
• Plan, direct and coordinate sales support activities, including management of the sales pipeline through Toast sales tools (Salesforce)
• Involved in all phases of the sales lifecycle including: identifying and developing leads; meeting with clients; developing value propositions; financial deal structuring; contract negotiation and closing
• Understand the competitive landscape (strengths, weaknesses, benefits) and determine how to position Toast to win
• Collaborate with Account Service and Implementation Teams to ensure that expectations set during the sales process are met in delivery
• Own your own leverage. Continuously identify the repetitive parts of the role — research, prep, notes, follow-up, list building and systematically get them off your plate, so the majority of your week is spent in live conversation with operators.
• Work evidence, not alphabetical order. Prioritize accounts based on observable change in the operator's business: expansion, ownership change, hiring patterns, guest feedback trends, visible technology, and disqualify unworkable accounts quickly so your capacity concentrates where it can actually close.
• Treat your book as an asset you maintain. Keep account and contact records accurate, current, and deduplicated, understanding that routing, scoring, and every AI-assisted workflow is only as good as the data underneath it.
• Untangle who really decides. Resolve complex ownership structures, franchise groups, multiple legal entities, operators running several concepts under different names to identify and reach the actual economic decision maker rather than whoever answers the phone.
• Arrive already informed, and earn trust in a low-trust market. Focus on the operator's specific situation rather than a product pitch, and recognize that many operators have been burned by a previous vendor; credibility, not feature comparisons, is often what wins the deal.
• Close the loop on what's broken. Flag bad data, wrong contacts, and signals that didn't hold up, so the system your whole team relies on improves rather than quietly eroding.

What you'll need to thrive (Requirements)

• A combination of SaaS, Digital Marketing and Restaurant Industry Technology experience is required
• 5+ years of relevant successful technology or professional services sales experience
• Previous success in selling/leading sales efforts in environments with 6 to 12 month sales cycles
• Proven sales skills in complex deal development, financial structuring, negotiations, and closing with both new and existing clients
• Experience in MEDDPICC Sales Qualification preferred
• Travel 30% or more
• Comfortable with process-driven sales, reporting, and tracking
• Strong written and presentation-based communication skills are required
• You've built something to make yourself faster. You can walk us through a repeatable process, template or workflow you personally created to eliminate busywork from your own week, and what it gave you back.
• Demonstrated learning velocity. You can point to a capability you taught yourself in the last six months without being asked to, and explain how you now use it.
• You can articulate a problem precisely. Comfort framing a messy commercial question clearly and specifically enough that a tool, a teammate or a supporting function can actually act on it.
• You manage a territory like a portfolio. Comfort making deliberate coverage decisions across a large account base rather than defaulting to whichever deal is loudest this week.
• Genuine curiosity about how restaurants actually operate — margins, labour, throughput, the difference between a 3-location operator and a 30-location one — because that is what earns a second conversation. Comfort working in build mode, where territory definition, process and tooling are actively being shaped and you are expected to have an opinion on them.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.



Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*This role is for a current vacancy

The estimated Total Targeted Cash compensation range for this role is listed below. Total Targeted Cash for this role includes base salary, commission, and bonus (if eligible). This role qualifies for uncapped commissions. The starting salary will be determined based on skills, experience, and geographic location. In addition to cash compensation, our total rewards components include benefits and equity (if eligible).

Total Targeted Cash
$204,000-$326,000 CAD
How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid WorkingWe embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [candidateaccommodations@toasttab.com](mailto:candidateaccommodations@toasttab.com).

------

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Mid-Market Sales Executive is responsible for sales and revenue growth in their assigned, targeted accounts. This individual is responsible for building a sales pipeline, managing a sales process for their mid-market brands/group with 40 to 500 units.

Candidates must live local to Canada or be willing to relocate.

A day in the life (Responsibilities)

• Lead efforts to grow Toast market share in the multi-unit restaurant industry through establishment and cultivation of ongoing relationships at the C-Suite level through research, cold-calling and networking to develop a qualified pipeline of prospects.
• Create demand by educating prospects on the Toast value proposition of products and solutions through demonstrations and presentations communicating a compelling purchase rationale.
• Cultivate relationships with business partner counterparts who sell and support complementary applications and services to point of sale systems serving the restaurant industry
• Plan, direct and coordinate sales support activities, including management of the sales pipeline through Toast sales tools (Salesforce)
• Involved in all phases of the sales lifecycle including: identifying and developing leads; meeting with clients; developing value propositions; financial deal structuring; contract negotiation and closing
• Understand the competitive landscape (strengths, weaknesses, benefits) and determine how to position Toast to win
• Collaborate with Account Service and Implementation Teams to ensure that expectations set during the sales process are met in delivery
• Own your own leverage. Continuously identify the repetitive parts of the role — research, prep, notes, follow-up, list building and systematically get them off your plate, so the majority of your week is spent in live conversation with operators.
• Work evidence, not alphabetical order. Prioritize accounts based on observable change in the operator's business: expansion, ownership change, hiring patterns, guest feedback trends, visible technology, and disqualify unworkable accounts quickly so your capacity concentrates where it can actually close.
• Treat your book as an asset you maintain. Keep account and contact records accurate, current, and deduplicated, understanding that routing, scoring, and every AI-assisted workflow is only as good as the data underneath it.
• Untangle who really decides. Resolve complex ownership structures, franchise groups, multiple legal entities, operators running several concepts under different names to identify and reach the actual economic decision maker rather than whoever answers the phone.
• Arrive already informed, and earn trust in a low-trust market. Focus on the operator's specific situation rather than a product pitch, and recognize that many operators have been burned by a previous vendor; credibility, not feature comparisons, is often what wins the deal.
• Close the loop on what's broken. Flag bad data, wrong contacts, and signals that didn't hold up, so the system your whole team relies on improves rather than quietly eroding.

What you'll need to thrive (Requirements)

• A combination of SaaS, Digital Marketing and Restaurant Industry Technology experience is required
• 5+ years of relevant successful technology or professional services sales experience
• Previous success in selling/leading sales efforts in environments with 6 to 12 month sales cycles
• Proven sales skills in complex deal development, financial structuring, negotiations, and closing with both new and existing clients
• Experience in MEDDPICC Sales Qualification preferred
• Travel 30% or more
• Comfortable with process-driven sales, reporting, and tracking
• Strong written and presentation-based communication skills are required
• You've built something to make yourself faster. You can walk us through a repeatable process, template or workflow you personally created to eliminate busywork from your own week, and what it gave you back.
• Demonstrated learning velocity. You can point to a capability you taught yourself in the last six months without being asked to, and explain how you now use it.
• You can articulate a problem precisely. Comfort framing a messy commercial question clearly and specifically enough that a tool, a teammate or a supporting function can actually act on it.
• You manage a territory like a portfolio. Comfort making deliberate coverage decisions across a large account base rather than defaulting to whichever deal is loudest this week.
• Genuine curiosity about how restaurants actually operate — margins, labour, throughput, the difference between a 3-location operator and a 30-location one — because that is what earns a second conversation. Comfort working in build mode, where territory definition, process and tooling are actively being shaped and you are expected to have an opinion on them.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.



Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*This role is for a current vacancy

The estimated Total Targeted Cash compensation range for this role is listed below. Total Targeted Cash for this role includes base salary, commission, and bonus (if eligible). This role qualifies for uncapped commissions. The starting salary will be determined based on skills, experience, and geographic location. In addition to cash compensation, our total rewards components include benefits and equity (if eligible).

Total Targeted Cash
$204,000-$326,000 CAD
How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid WorkingWe embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [candidateaccommodations@toasttab.com](mailto:candidateaccommodations@toasttab.com).

------

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

A NiCE AITransformation Strategistsits at the intersection of enterprise strategy and hands-on AI agent delivery. You will primarily engage at the VP and Director level — with CX, Operations, Technology, and Digital leaders — to define transformation priorities and drive execution, while maintaining the executive fluency to contribute credibly in C-suite conversations when required. This is not a narrowly specialized role. You are expected to move fluidly between strategic advisory and agent development, combining structured problem-solving, conversational design, and customer insight to drive transformation from the program office to the build environment.

Core mandate: Partner with VP and Director-level leaders across CX, Operations, and Technology to define and execute AI-first transformation programs while directly building the agentic experiences that make that transformation real, leveraging NiCE's full platform to automate service, augment the workforce, and deliver intelligent experiences at enterprise scale.

How will you make an impact?

Strategic Advisory & Transformation Planning

• Engage primarily at the VP and Director level — across CX, Operations, Technology, and Digital functions — to define transformation priorities, align on approach, and drive program execution
• Build and maintain credibility with C-suite stakeholders when required, contributing to executive conversations with clarity and commercial rigor
• Define AI transformation roadmaps that connect agentic automation strategy to measurable business outcomes including cost efficiency, service quality, and operational scale
• Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that program owners can act on
• Facilitate alignment workshops, stakeholder interviews, and working sessions to gather input, challenge assumptions, and drive cross-functional agreement
• Develop business cases, transformation roadmaps, and senior-level materials that support high-stakes program decisions
• Contribute data-driven, strategic insights to customers and internal team decisions
• Contribute to NiCE's consulting IP, briefing materials, AI transformation playbooks, and vertical-specific accelerators

Agent Development & Delivery

• Partner with Agent Product Managers and Agent Engineers to scope, build, and ship conversational AI agents that handle thousands of customer conversations a day
• Design, build, and iteratively refine conversational AI agents from inception through deployment, combining product strategy with deep customer insight
• Drive execution and delivery of multiple complex, high-visibility agent development projects with clear milestones, owners, dependencies, and success metrics
• Coordinate across technical and non-technical stakeholders through the full agent development lifecycle
• Translate strategic transformation goals into agent architecture decisions and conversational design choices
• Architect the shift from traditional interaction management to fully orchestrated, AI-agentic workflows spanning front and back office

Change Enablement & Execution

• Design and execute change management programs focused on people, process, technology, and organizational structure at enterprise scale
• Lead cloud migration strategy from on-premises contact center environments to NiCE CXone, mapping routing logic, agent states, reporting, and terminology
• Identify risks, interdependencies, and barriers to execution and recommend actions to improve delivery and adoption
• Translate strategic goals into execution plans and ensure clear communication across all stakeholders while developing strong, lasting relationships

• AI strategy and agentic transformation: defining the enterprise vision for human-AI orchestration at scale
• Conversational AI agent development: scoping, designing, building, and iterating on AI agents across voice, digital, and async channels
• CX strategy and customer journey redesign from full automation of routine intent to complex end-to-end fulfillment
• Workforce augmentation: equipping employees with real-time AI intelligence to elevate performance and decision-making
• Cloud transformation and on-premises to CXone migration strategy and execution
• Operating model redesign, front and back office convergence, and workflow orchestration
• Interaction analytics and real-time intelligence deployment
• Compliance and financial crime transformation via NiCE Actimize for regulated industries**

**



Required Qualifications

• 5 to 10+ years in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at VP and Director level across CX, Operations, and Technology functions
• Demonstrated experience scoping, building, and shipping AI or conversational AI products, ideally in an agent development or product strategy capacity
• Demonstrable experience shaping AI or digital transformation programs at a senior program level, including building business cases that secure sponsorship and budget commitment
• Strong technical fluency: comfortable partnering with engineers and PMs on product architecture, conversational design, and agent development tradeoffs
• Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture
• Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context
• Outstanding verbal and written communication skills with the ability to convey complex technical information to non-technical stakeholders and drive projects forward with clarity
• Strong analytical and structured problem-solving skills to identify risks, develop mitigation strategies, and handle unexpected challenges across customer relationships and products
• Proficiency in change management frameworks (Prosci, ADKAR, or equivalent) and the ability to operationalize them at enterprise scale
• Comfortable balancing strategic thinking with hands-on execution support in fast-moving, high-expectation environment

Have you got what it takes?

• Degree in Computer Science, Engineering, Mathematics, or a related technical field; MBA or comparable experience at the intersection of technology and operations is a strong plus
• Experience at a leading strategy or transformation consulting firm, or equivalent in-house enterprise transformation experience
• Hands-on experience with NiCE CXone, NiCE Actimize, or comparable enterprise CCaaS/WEM platforms
• Working knowledge of agentic AI architectures, large language model deployment, conversational AI, NLU, and real-time guidance technologies
• Certification in change management (Prosci CCP), project management (PMP / PRINCE2), or cloud architecture
• Prior experience as a practitioner inside a contact center, CX operations, or digital transformation function, not solely in an advisory capacity

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 11640Reporting into: VP of Sales
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

BUILDING THE FUTURE OF OPEN FINANCE Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system. Before you apply, we encourage you to explore our culture page to understand what drives us and how we work. THE TEAM Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients. The Exchange team is responsible for everything to do with the trading backend services such as the matching engine, market data gateways, internal and external APIs, margin systems and various other trading services. The team is located globally and responsibilities are split into sub-teams, working with various tech stacks. Our teams code in C++, Go, Rust, and Python, depending on the product they are contributing to within Kraken and work agile around the globe. Recently, the Trading Technologies team played a critical role in scaling Kraken's trading infrastructure. THE OPPORTUNITY - Lead and grow a team of 8-10 engineers owning core trading backend services, including the matching engine, market data gateways, and order entry systems - Guide the team through the ongoing evolution of our trading stack, from legacy systems to their modern replacements - Stay technically close enough to the stack to unblock, review, and contribute to architecture discussions across matching engine, market data, and order entry work with ability to jump in and assist with coding - Champion performance and market data work as top priorities, while also supporting the team's broader technical scope - Bring AI-assisted engineering practices into the team's workflow and help engineers adopt them - Partner cross-functionally with product and other engineering pods to drive roadmap execution - Represent the team technically with peer teams and stakeholders, communicating tradeoffs and progress clearly WHAT YOU BRING - Experience managing engineering teams, with a preference for managers who stay technically engaged rather than purely administrative - Prior hands-on experience in at least one of the following using Linux: distributed and/or highly-concurrent systems; low-latency and/or high-volume transaction environments - Proficiency in Rust and/or C++; comfort operating in a team split across C++, Rust, Go, and Python - Demonstrated knowledge of order types, trading systems, and financial products - Experience with Aeron or similar messaging/transport systems a strong plus - Comfort with multicast-based market data distribution a plus - Cryptocurrency/blockchain familiarity highly preferable - Proactive mindset with the ability to prioritize across a technically deep team and adhere to aggressive deadlines - BS in a technical or quantitative field Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. OUR COMMITMENT Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto. We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision. As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. Stay connected Follow us on Twitter Learn on the Kraken Blog Connect on LinkedIn Candidate Privacy Notice

BUILDING THE FUTURE OF OPEN FINANCE Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system. Before you apply, we encourage you to explore our culture page to understand what drives us and how we work. THE TEAM You’ll join a senior team of DBAs and SREs responsible for the database platform that underpins many of Kraken’s most critical services. This group combines deep operational expertise with a platform mindset, designing systems that allow engineering teams to innovate quickly while maintaining strong guarantees around performance, security, and reliability. The team is entering an exciting phase of evolution as Kraken continues to expand globally. Over the next year, we are focused on strengthening our operational excellence, evolving our database environments to support significant future scale, and increasing automation and self-service so that database operations become more efficient, at scale. This is not a traditional “keep the lights on” DBA team. Our work centers on scaling distributed MariaDB environments, shaping reliable patterns for high-traffic systems, and transforming operational knowledge into automated, auditable workflows that uplift the entire engineering organization. It’s a collaborative, high-ownership environment where clarity, rigor, and continuous improvement are part of how we operate. If you enjoy building robust distributed systems and designing platforms that make engineering teams faster and safer by default, you’ll find a strong home here. THE OPPORTUNITY - Scale and tune high-throughput MariaDB clusters to support continued global expansion and new product initiatives. - Strengthen high-availability, disaster-recovery, and backup approaches through sound design and regularly validated procedures. - Reduce manual operational work by building automation, improving process consistency, and enabling safe, low-friction database workflows. - Improve observability and alert quality by championing meaningful metrics, reducing noise, and ensuring operational clarity across environments. - Enhance database security through robust access controls, disciplined patching and upgrade practices, and secure operational patterns. - Contribute to modern platform initiatives, including containerized environments, infrastructure-as-code workflows, and reproducible deployments. - Partner with service teams to drive better performance patterns, operational readiness, and database hygiene across the engineering organization. - Participate in our on-call rotations with a long-term focus on making on-call predictable, informed by high-quality signal and preventative engineering. WHAT YOU BRING - 5+ years operating MariaDB/MySQL in high-volume production environments, including tuning, replication, and troubleshooting. - Strong understanding of high-availability patterns, distributed database behavior, and practical failure scenarios. - Hands-on experience with database proxies or load-balancing layers (HAProxy, ProxySQL, MaxScale, or similar). - Practical experience with CI/CD, GitOps, and Infrastructure-as-Code workflows (Terraform experience ideal). - Solid cloud, Linux, and networking fundamentals. - Experience with containers and orchestration platforms (building container images and managing Kubernetes workloads at scale). - Strong security instincts around access control, upgrade processes, and safe operational workflows. - Observability expertise: monitoring, alerting hygiene, and readiness for incident response. - Strong communication and collaboration skills with the ability to partner with stakeholders, negotiate long-term plans, write formal documentation and tie success to specific metrics and KPIs. NICE TO HAVES - Experience with SRE methodologies such as error budgets, operational reviews, or reliability programs. - Strong scripting or programming ability (Python or Rust preferred) used to build automation and internal tools. - Hands-on experience with GitOps tooling (ArgoCD, GitHub Actions, GitLab CI). - Exposure to multi-region or disaster-recovery designs. - Interest in cryptocurrency or decentralized systems. Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. OUR COMMITMENT Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto. We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision. As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. Stay connected Follow us on Twitter Learn on the Kraken Blog Connect on LinkedIn Candidate Privacy Notice

Technical Services has nearly 500 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.

We have an incredible opportunity for a transformational leader to join MongoDB’s Technical Services team and lead a regional team of MongoDB Support Engineers. This leader will build and develop an AI-native Technical Services team, enabling engineers to support MongoDB’s growing portfolio while embedding AI tools, workflows, and capabilities into daily operations. By combining deep technical expertise with innovative ways of working, the team will improve engineer effectiveness, scale customer support, and drive successful customer outcomes.

As a key local representative of Technical Services (TS), this manager will play a central role in establishing and scaling MongoDB’s TS presence in the region. They will partner closely with regional stakeholders, help recruit and develop local talent, and build toward a full, high-performing Technical Services team.

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

Typical responsibilities of the team include:

• Diagnosing and resolving performance related issues, leading structured investigations, root-cause analysis, and recovery efforts across multiple technical layers
• Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
• Owning complex and high-impact customer investigations involving AI applications and agentic workflows
• Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
• Creating and improving troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks
• Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
• Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
• Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community
• Reviewing recurring issues and identifying opportunities to improve support processes, tooling, and customer self-service
• Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use
• Contributing to the broader MongoDB database and cloud support cases when needed

Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you!

Candidate Profile

Required

• A minimum of five(5) years practical 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 teams
• Strong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence
• Ability to rapidly adopt new technologies and to deploy them in a team environment
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Ability to lead-by-example with strong diagnostic and troubleshooting skills
• Ability to understand customer business drivers and use cases
• A customer advocate who can mitigate and drive issues as appropriate
• Is comfortable engaging in hiring decisions, performance management, translating company and the organization’s goals down to team and individual levels
• Ability to articulate and calibrate communication style based on audience, from highly technical to ‘executive'

Desirable

• Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures
• Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
• Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau
• Experience applying AI in technical support and/or engineering environments, with the ability to lead adoption of AI-native ways of working across the team

Success Measures

Within 30 days

• Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products
• Be able to navigate and articulate our core products at a beginner level
• Build initial rapport with the team and gain their trust

Within 60 days

• Understand our global follow-the-sun processes and escalation processes
• Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders
• Have begun conducting regular 1 on1’s with staff as well as other managers within Technical Services

Within 90 days

• Take assignment of and drive five (5) cases to closure to help learn our internal processes
• Provide a roadmap for personal growth in the role and justify the order and prioritization
• Have identified areas of efficiency for the team to scale
• Can assist with regional escalations and RCA’s when needed
• Keep leadership apprised of potentially hot issues and heads-up information related to the team

At 120 days and onward

• Produce a roadmap and review with your manager detailing how you will scale your technical knowledge in the product commensurate with role needs
• Have an approved plan to globally drive improvement in an area of process or tooling efficiency
• Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
• Produce growth plans for the team
• Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives

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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform 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 data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 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: 2273509041

At Databricks, we are passionate about enabling data teams to solve the world's toughest problems. Our customers leverage the Databricks Data Intelligence Platform to power their mission critical Data and AI applications to improve how their organisations leverage data and insights to make better decisions, faster. Customers rely on Databricks for the full range of data workloads, including data engineering, ETL, near real-time streaming, machine learning, SQL analytics, and advanced analytics.



As a Product Specialist - Gen AI (Sr. Specialist Solutions Architect) you will be a deep technical expert in Gen AI and Machine Learning and in how customers can be successful with these use-cases in the Lakehouse paradigm. You will work closely with both Product Management and the EMEA Field Engineering and Sales teams to act as the technical bridge between these critical organisations to help make the Data Intelligence Platform vision a reality for our customers. You will provide thought leadership on best practices around how to build and deploy agentic AI systems with Databricks. You will work closely with the Databricks Product Management team to drive adoption of Gen AI features and ensure a consistent product vision for the EMEA technical field. You will work closely with specific accounts on our most challenging Gen AI use-cases around reinforcement learning and fine-tuning in particular.



You will report directly to the Sr. Director Product Specialists Databricks Field Engineering and can be located in Paris or Amsterdam. Databricks Field Engineering works with our current and future customers to grow adoption, win technical validations and advise customers on Gen AI best practices. The Product Specialist - Gen AI owns the enablement and escalations within the EMEA Field Engineering team around relevant features.



The impact you will have:

• Deliver thought leadership in Gen AI best practices for the Databricks Data Intelligence Platform in the form of blogs, webinars, how to guides and technical know-how to the EMEA technical community and beyond.
• Working with sales and FE leaders drive adoption of Gen AI across EMEA
• Provide a strong, informed, and data-driven perspective in conversations with the Product and Engineering teams to influence our product strategy and priorities in how customers can and should bring Databricks into their Data strategies.
• Provide guidance and oversight for large-scale enterprise Gen AI competitive scenarios, serving as a trusted technical advisor to senior tech leads and executives
• Work closely with key customers on specific Gen AI use-cases helping translate research innovations into production grade AI applications

What we look for:

• Experience designing and delivering production-grade Generative AI and Deep Learning solutions in customer or enterprise environments
• Strong hands-on experience with LLMs and modern Deep Learning: Transformer architectures, PyTorch, and distributed/multi-GPU training
• Hands-on experience taking LLM post-training beyond fine-tuning: SFT plus reinforcement learning–based methods — reward modeling, RLHF/RLAIF, or policy optimization (e.g., PPO, GRPO) — applied to steer models toward specific behaviors and quality criteria
• Ability to advise customers on GenAI and Deep Learning architectures, translate requirements into technical solutions, and anticipate and remove implementation blockers
• Strong hands-on experience with Python, SQL, Apache Spark, cloud platforms, and Lakehouse architectures; excellent communication skills and customer-facing/pre-sales experience are highly desirable.
• Excellent communication skills; both written and verbal
• Experience in pre-sales selling highly desired

About Databricks

Databricks is the Data and AI company. More than 20,000 organizations worldwide — including adidas, AT&T, Bayer, Block, Mastercard, Rivian, Unilever, and 70% of the Fortune 500 — rely on the Databricks Data + AI Platform to build and scale data and AI apps, analytics and agents. Headquartered in San Francisco with 30+ offices around the globe, Databricks offers a unified platform that includes Genie, Lakebase, Agent Bricks, Lakeflow, Lakehouse, and Unity Catalog. To learn more, follow Databricks on LinkedIn, X, YouTube, and Instagram.BenefitsAt 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.

At Databricks, we are passionate about enabling data teams to solve the world's toughest problems. Our customers leverage the Databricks Data Intelligence Platform to power their mission critical Data and AI applications to improve how their organisations leverage data and insights to make better decisions, faster. Customers rely on Databricks for the full range of data workloads, including data engineering, ETL, near real-time streaming, machine learning, SQL analytics, and advanced analytics.



As a Product Specialist - Gen AI (Sr. Specialist Solutions Architect) you will be a deep technical expert in Gen AI and Machine Learning and in how customers can be successful with these use-cases in the Lakehouse paradigm. You will work closely with both Product Management and the EMEA Field Engineering and Sales teams to act as the technical bridge between these critical organisations to help make the Data Intelligence Platform vision a reality for our customers. You will provide thought leadership on best practices around how to build and deploy agentic AI systems with Databricks. You will work closely with the Databricks Product Management team to drive adoption of Gen AI features and ensure a consistent product vision for the EMEA technical field. You will work closely with specific accounts on our most challenging Gen AI use-cases around reinforcement learning and fine-tuning in particular.



You will report directly to the Sr. Director Product Specialists Databricks Field Engineering and can be located in Paris or Amsterdam. Databricks Field Engineering works with our current and future customers to grow adoption, win technical validations and advise customers on Gen AI best practices. The Product Specialist - Gen AI owns the enablement and escalations within the EMEA Field Engineering team around relevant features.



The impact you will have:

• Deliver thought leadership in Gen AI best practices for the Databricks Data Intelligence Platform in the form of blogs, webinars, how to guides and technical know-how to the EMEA technical community and beyond.
• Working with sales and FE leaders drive adoption of Gen AI across EMEA
• Provide a strong, informed, and data-driven perspective in conversations with the Product and Engineering teams to influence our product strategy and priorities in how customers can and should bring Databricks into their Data strategies.
• Provide guidance and oversight for large-scale enterprise Gen AI competitive scenarios, serving as a trusted technical advisor to senior tech leads and executives
• Work closely with key customers on specific Gen AI use-cases helping translate research innovations into production grade AI applications

What we look for:

• Experience designing and delivering production-grade Generative AI and Deep Learning solutions in customer or enterprise environments
• Strong hands-on experience with LLMs and modern Deep Learning: Transformer architectures, PyTorch, and distributed/multi-GPU training
• Hands-on experience taking LLM post-training beyond fine-tuning: SFT plus reinforcement learning–based methods — reward modeling, RLHF/RLAIF, or policy optimization (e.g., PPO, GRPO) — applied to steer models toward specific behaviors and quality criteria
• Ability to advise customers on GenAI and Deep Learning architectures, translate requirements into technical solutions, and anticipate and remove implementation blockers
• Strong hands-on experience with Python, SQL, Apache Spark, cloud platforms, and Lakehouse architectures; excellent communication skills and customer-facing/pre-sales experience are highly desirable.
• Excellent communication skills; both written and verbal
• Experience in pre-sales selling highly desired

About Databricks

Databricks is the Data and AI company. More than 20,000 organizations worldwide — including adidas, AT&T, Bayer, Block, Mastercard, Rivian, Unilever, and 70% of the Fortune 500 — rely on the Databricks Data + AI Platform to build and scale data and AI apps, analytics and agents. Headquartered in San Francisco with 30+ offices around the globe, Databricks offers a unified platform that includes Genie, Lakebase, Agent Bricks, Lakeflow, Lakehouse, and Unity Catalog. To learn more, follow Databricks on LinkedIn, X, YouTube, and Instagram.BenefitsAt 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.