MongoDB
Manager, Technical Services
Austin
Sponsorship not specified$133k-$261kDetected 22 hours ago
Distributed SystemsMongoDBAWSGCPCloud PlatformsProcess ImprovementCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationMentoringPublic Speaking
About the role
- Sufficient experience leading technical teams and functions will be considered in lieu of prior people management experience.
- Learn more about what it's like to work at MongoDB, and help us make an impact on the world!
Responsibilities
- Lead and develop a high-performing team: Manage daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy
- Oversee partner support and escalations: Drive operational excellence in triage and resolution for complex, high-priority partner issues, coordinating cross-functionally across Engineering, Product, and Customer Success
- Optimize processes and scale operations: Drive continuous improvement by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction
- Collaborate and advocate: Partner with global leadership to ensure consistent, follow-the-sun service delivery and represent the team's interests in cross-functional forums
- Drive product feedback loops: Ensure the team captures actionable trends and insights to influence Product and Engineering roadmaps
- Demonstrated ability to coach and develop technical talent in a high-accountability environment
- Excellent communication skills, with the ability to adapt messaging across technical practitioners, partner leaders, and internal executives
- Strong customer and partner advocacy mindset, with sound judgment during high-pressure situations
- Experience collaborating cross-functionally with Engineering, Product, Support, Customer Success, and field teams
- The Technical Services Partner Support team works closely with MongoDB partners to help ensure our mutual customer environments are healthy, stable, and successful on the MongoDB data platform.
Requirements
- 5+ years of experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure
- 2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management)
- Strong operational instincts, including experience with case management, escalation, prioritization, workflow design, and support process improvement
Nice to have
- Familiarity with MongoDB, Atlas, cloud platforms, or related infrastructure tooling
- Experience with knowledge management, case deflection, and support enablement programs
- Experience presenting trends, risks, and operational recommendations to senior stakeholders
- Begin leading team operations with confidence, including case oversight, escalation coordination, and regular 1:1s
- Demonstrate a clear point of view on capacity, team structure, and the most important investments needed to scale the function
- Success in the role
- 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.
Compensation
- Salary is one part of MongoDB's total compensation and benefits package.
- Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
- MongoDB's base salary range for this role in the U.S. is:
Benefits
- Experience using metrics to evaluate team health, improve service quality, and guide operational decisions
- This role is ideal for a people leader who is passionate about customer outcomes, calm execution during escalations, and building scalable support practices for a fast-growing partner ecosystem.
- Other benefits for eligible employees may include:
Company info
- We are looking for a Manager, Technical Services Partner Support to lead a team of highly skilled technical services engineers responsible for managing partner-facing technical cases and escalations.
- We are looking to speak to candidates who are based in Austin, TX for our hybrid working model.
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This listing is sourced directly from MongoDB's careers page and normalized into a canonical job model.