Senior Manager, Technical Services Engineering

MongoDB•New York City, NY

16d•Hybrid

About The Position

Technical Services has global team members in offices spanning the globe including 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 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. Click here to learn more about our Technical Services team . We are looking to speak to candidates who are based in Austin, Texas or New York City as this role will require working in our office there 3 or more days a week. 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!

Requirements

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

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