Senior Manager, Technical Services Engineering

About the Role: Senior Manager, Technical Services Engineering at MongoDB

The Technical Services team at MongoDB boasts a global presence with members in offices across the globe, including New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. This team ensures outstanding customer satisfaction through a 24x7x365 'follow-the-sun' support model, with regional teams covering the Americas, EMEA, and APAC regions.

MongoDB is seeking a transformational leader to join its Technical Services team. This role involves leading regional teams of MongoDB ‘core’ and ‘cloud’ Support Engineers. These individuals are experts in resolving issues related to MongoDB’s core database functionality and troubleshooting cloud-related challenges to facilitate successful customer implementations at scale.

We are specifically looking for candidates based in Austin, Texas, or New York City, as this role requires working in our office 3 or more days a week.

Typical Team Responsibilities

• Diagnosing and resolving performance-related issues
• Advising on design and architecture, including global distribution and replication of data to support high availability, low latency, and data sovereignty requirements
• Advising on upcoming roadmap features and advocating for the customer by articulating business cases to drive issue resolution
• Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
• Continuously learning and growing skills through participation in training, maintaining industry awareness, and developing training to share subject matter expertise across the team
• Increasing case-deflection numbers by contributing to knowledge-base articles, distributing knowledge to peers, and the general MongoDB community
• Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environments, while encouraging expansion of use

Our customers are industry leaders with high expectations for our products and company. If you thrive on helping customers, managing complex, fast-moving situations, and leading a talented group of individuals who consistently delight customers, this role is for you!

Candidate Profile

Required Qualifications

• 8+ years managing technical support or customer-facing engineering teams, with demonstrated success in scaling operations, implementing process improvements, and elevating team performance
• Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
• Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
• Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues
• Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
• Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
• Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
• Experience building and refining KPIs, implementing tooling improvements, and using data to drive team decisions
• Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
• Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans
• Ability to calibrate communication for diverse audiences—from kernel debugging sessions to executive business reviews

Desirable Qualifications

• Prior work at a database company, specifically in the NoSQL space, or managing support for highly concurrent distributed systems in production; scaled SaaS customer-facing role experience preferred
• Experience with modern observability, analytics, and automation tools; familiarity with how AI can enhance team operations
• Track record of process innovation that demonstrably improved efficiency metrics (case deflection, resolution time, customer satisfaction)
• Experience developing analytical dashboards using tools like Tableau, or implementing data-driven approaches to operational planning

Success Measures

Within 30 days

• Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products
• 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 on 1’s with your teams as well as other managers within Technical Services and across the business

Within 90 days

• Take assignment of and drive five (5) cases to closure to learn our internal processes
• Have identified areas of efficiency for the team to scale
• Effectively lead regional escalations and RCA’s when needed

At 120 days and onward

• Present a comprehensive operational improvement plan addressing at least two areas: process efficiency, tooling gaps, knowledge management, or team development frameworks
• Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
• Demonstrate an 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 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 nearly 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.

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID: 3263274319

MongoDB’s base salary range for this role in the U.S. is: $140,000—$275,000 USD. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings.

Key skills/competency

• Technical Support Leadership
• Customer Satisfaction
• NoSQL Databases
• Distributed Systems
• Operational Excellence
• Team Management
• Process Improvement
• Troubleshooting
• Stakeholder Management
• AI/ML Technologies