Senior Manager (or 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 Premium Services 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 or San Francisco CA.

• Diagnosing and resolving performance issues: Identifying troubleshooting and fixing performance-related bottlenecks
• Advising on design and architecture: Providing technical guidance on architectural design including replication and global data distribution to ensure low latency high availability and compliance with data sovereignty requirements
• Serving as a customer advocate: Advising on upcoming roadmap features and articulating strong business cases to drive the swift resolution of critical issues
• Engaging in global collaboration: Partnering with regional peer teams and sharing account context to anticipate client needs before an event ensuring a seamless and elevated level of global service
• Fostering a culture of continuous learning: Growing technical skills through training participation maintaining industry awareness and developing specialized internal training to share subject matter expertise more broadly across the team
• Enhancing case-deflection strategies: Increasing case-deflection numbers by regularly contributing to the knowledge base distributing technical insights to peers and sharing knowledge with the broader MongoDB community
• Building strong account relationships: Working with specific key accounts to build rapport establish deep partnerships and gain an in-depth understanding of unique customer architectures and environments while actively encouraging the expansion of MongoDB usage

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!

Required Experience

• 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

• 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

• 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 on1’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 the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives

MongoDB is built for change empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era enabling builders to create transform and disrupt industries with software. 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.

With offices worldwide and over 67000 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. It’s what makes us MongoDB. 

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: 2273464421

What We Do

The database market is big. How big? Well according to IDC it’ll reach $153 billion by 2027. And MongoDB is at the forefront of that innovation with thousands of customers across the globe. We empower developers and businesses to build and deploy the applications they want wherever they want.

Why Work With Us

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