Senior Manager, Premium Services

MongoDB•Palo Alto, CA

9h•Hybrid

About The Position

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.

Requirements

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.
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 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

Nice To Haves

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

Responsibilities

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
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