Manager, Premium Support 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.

Core Responsibilities of the Team

• 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!

Candidate Profile

Required Experience

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