Manager, Technical Services Engineering

MongoDB
Palo Alto, San Francisco
Workplace: OnsiteFull timeUSD 133,000 - 261,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["People management","Customer advocacy","Diagnostic and troubleshooting","Problem-solving under pressure","Communication"]

Lead a regional team of MongoDB Support Engineers within Technical Services, focusing on MongoDB’s core database and MongoDB Atlas managed platform. You’ll manage people and drive customer outcomes using a follow-the-sun escalation model, resolving complex implementation and operational issues while advising on architecture and design. The role also includes reporting, coaching, and scaling support efficiency through knowledge and tooling improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
MongoDB
MongoDB
4 days ago

Manager, Technical Services Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead a regional team of MongoDB Support Engineers within Technical Services, focusing on MongoDB’s core database and MongoDB Atlas managed platform. You’ll manage people and drive customer outcomes using a follow-the-sun escalation model, resolving complex implementation and operational issues while advising on architecture and design. The role also includes reporting, coaching, and scaling support efficiency through knowledge and tooling improvements.
Location: Palo Alto, San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a regional team of MongoDB Support Engineers delivering 24x7x365 follow-the-sun support and regional escalations.
  • •Become well-versed in MongoDB core and Atlas managed platform; combine technical rigor with customer empathy under pressure.
  • •Advise on design and architecture, including global distribution and replication for high availability, low latency, and data sovereignty requirements.
  • •Educate customers on roadmap features and advocate for customer business cases to drive issue resolution.
  • •Collaborate globally with peer teams for seamless handovers; improve case-deflection via knowledge-base contributions and community sharing.

Pay and Benefits

Salary: USD 133,000 - 261,000 annually
Perks:Equity401kPaid LeaveParental LeaveFertility AssistanceHealth Insurance

Key Requirements

  • •Minimum five (5) years practical experience running a technical support team or organization, including coordinating high profile customer escalations and collaborating with engineering and sales.
  • •Strong people management skills with a track record of building and managing individuals focused on customer experience and technical excellence.
  • •Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
  • •Lead-by-example with strong diagnostic and troubleshooting skills and ability to set clear expectations and provide guidance.
  • •Comfort engaging in hiring decisions and performance management, translating company goals into team and individual priorities.
Experience:5+ yearsTechnical supportSaaSNoSQLDistributed systemsFollow-the-sun support
Skills:People managementCustomer advocacyDiagnostic and troubleshootingProblem-solving under pressureCommunication
Languages:English
Tech Stack:MongoDBMongoDB AtlasTableauAI/MLVector databases

Company Brief

MongoDB
Develops MongoDB, a leading general-purpose, document-based database platform that enables developers and enterprises to build scalable, high-performance applications with flexible data models and cloud-native capabilities.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2007
Glassdoor
Glassdoor: 4.1
WebsiteLinkedIn