Manager, Premium Support Services

MongoDB
Palo Alto
Workplace: HybridFull timeUSD 140,000 - 275,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsSkills: ["Communication","Leadership","Problem-solving","Mentoring"]

Lead regional teams of core and cloud MongoDB Support Engineers to resolve high-scale customer issues, optimize performance, and guide architectural discussions (replication, global data distribution) for low latency and data sovereignty. Drive cross-regional follow-the-sun handovers, mentor elite technical talent, advocate for customer-driven roadmap features, and continuously improve knowledge sharing and case deflection in a hybrid Palo Alto-based role.

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FursaFursa
MongoDB
MongoDB
2 months ago

Manager, Premium Support Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead regional teams of core and cloud MongoDB Support Engineers to resolve high-scale customer issues, optimize performance, and guide architectural discussions (replication, global data distribution) for low latency and data sovereignty. Drive cross-regional follow-the-sun handovers, mentor elite technical talent, advocate for customer-driven roadmap features, and continuously improve knowledge sharing and case deflection in a hybrid Palo Alto-based role.
Location: Palo Alto
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Diagnose and resolve performance-related issues across MongoDB deployments and cloud environments.
  • •Advise on design and architecture, including global data distribution and replication, to ensure high availability and data sovereignty requirements.
  • •Advocate for customers by articulating business cases for roadmap features and driving timely issue resolution.
  • •Collaborate across regions to enable seamless follow-the-sun handovers and optimize global support workflows.
  • •Mentor and develop technical talent, build internal subject matter expertise, and promote continuous learning within the team.

Pay and Benefits

Salary: USD 140,000 - 275,000 annually
Equity and Bonus:Equity
Perks:401kEquityPaid LeaveParental Leave

Key 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.
  • •Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues.
  • •Project leadership experience coordinating across engineering, product, and support organizations.
  • •Strong people development philosophy with evidence of coaching and career progression for team members.
  • •Exposure to AI/ML technologies and understanding of how AI interacts with data platforms or AI-driven applications.
Experience:8+ yearsDatabaseCloudSaaS
Skills:CommunicationLeadershipProblem-solvingMentoring
Languages:English
Tech Stack:NoSQLRelational databasesDistributed systemsQuery execution plansAI/ML

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