Senior Manager, Premium Services

Technical Services operates with a global footprint, maintaining a presence in key cities such as New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Our commitment to exceptional customer satisfaction is underpinned by a 24x7x365 'follow-the-sun' support strategy, executed by dedicated regional teams across the Americas, EMEA, and APAC.

We are seeking a visionary leader to join the MongoDB Technical Services organization to oversee regional teams of MongoDB 'core' and 'cloud' Support Engineers. These specialists possess deep expertise in resolving challenges related to core database functionality and troubleshooting complex cloud environments to facilitate high-scale customer success.

For this hybrid role, we are specifically interested in meeting candidates located in Palo Alto, CA.

Core Responsibilities of the Team

• Identifying and fixing performance-related bottlenecks
• Providing guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty
• Serving as a customer advocate by articulating business cases for roadmap features and driving resolution of critical issues
• Engaging in global collaboration to manage seamless handovers of 'follow-the-sun' cases between regional teams
• Fostering a culture of continuous learning through specialized training and the development of internal subject matter expertise
• Enhancing case-deflection strategies by contributing to our knowledge base and sharing insights with the broader MongoDB community
• Establishing strong relationships with key accounts to deeply understand their unique architectures and encourage the expansion of MongoDB usage

Our clients are industry leaders with high standards for our technology and partnership. If you thrive on assisting customers, navigating fast-paced environments, and mentoring elite technical talent, this leadership position is an ideal fit.

Candidate Profile

Qualifications

At least 8 years of experience leading technical support or customer-centric engineering organizations, with a proven history of scaling operations and driving team performance.We are looking for a transformational leader to join the MongoDB Technical Services team, leading regional teams of MongoDB ‘core’ and ‘cloud’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s core database functionality as well as troubleshooting cloud issues to enable successful customer implementations at scale.

Typical responsibilities of the team include

• 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 meeting data sovereignty requirements
• Advising on upcoming roadmap features and advocating for the customer in 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 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
• Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use

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

• 8+ years managing technical support or customer-facing engineering teams, with demonstrated success 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 compl