Manager, Technical Services

MongoDB
Austin
Workplace: HybridFull timeUSD 133,000 - 261,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Communication","Coaching","Operational excellence","Cross-functional collaboration","Customer advocacy"]

Lead the Technical Services Partner Support team to manage partner-facing technical cases and escalations on the MongoDB data platform. Coach and grow technical support engineers, drive operational excellence in triage and resolution, and scale workflows using metrics and continuous improvement. Collaborate across Technical Services, Support Delivery, Product, Engineering, Customer Success, and Partner teams, and turn partner insights into feedback loops that influence product and engineering roadmaps.

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FursaFursa
MongoDB
MongoDB
1 month ago

Manager, Technical Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead the Technical Services Partner Support team to manage partner-facing technical cases and escalations on the MongoDB data platform. Coach and grow technical support engineers, drive operational excellence in triage and resolution, and scale workflows using metrics and continuous improvement. Collaborate across Technical Services, Support Delivery, Product, Engineering, Customer Success, and Partner teams, and turn partner insights into feedback loops that influence product and engineering roadmaps.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and develop the Partner Support team by managing daily operations, staffing, hiring, mentoring, and performance.
  • •Oversee partner support and escalations, driving triage and resolution for complex, high-priority issues in coordination with Engineering, Product, and Customer Success.
  • •Optimize processes to scale operations through continuous improvement, workflow refinement, and metrics to improve resolution quality and partner satisfaction.
  • •Collaborate with global leadership to ensure consistent follow-the-sun service delivery and represent team interests in cross-functional forums.
  • •Establish product feedback loops by capturing actionable trends and insights to influence Product and Engineering roadmaps.

Pay and Benefits

Salary: USD 133,000 - 261,000 annually
Perks:Equity401kParental LeaveFertility AssistanceHealth InsurancePaid Leave

Key Requirements

  • •5+ years in technical support, technical services, customer-facing engineering, or a similar role in enterprise software, SaaS, or cloud infrastructure.
  • •2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management).
  • •Experience with case management, escalation, prioritization, workflow design, and support process improvement.
  • •Ability to coach and develop technical talent in a high-accountability environment.
  • •Strong communication skills to adapt messaging across technical practitioners, partner leaders, and internal executives.
Experience:5+ yearsEnterprise softwareSaaSCloud infrastructure
Skills:CommunicationCoachingOperational excellenceCross-functional collaborationCustomer advocacy
Languages:English
Tech Stack:MongoDBMongoDB AtlasAWSGoogle CloudMicrosoft AzureDatabase administrationDistributed systemsCloud infrastructureSystems administrationNetworking

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