Manager, Technical Services

MongoDB
Austin
Workplace: HybridFull timeUSD 133,000 - 261,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["People management","Customer advocacy","Diagnostic troubleshooting","Problem-solving","Communication"]

Lead MongoDB FedRAMP Support Engineers for a regional technical services team, driving customer escalations and ensuring 24x7 follow-the-sun coverage. Diagnose and resolve performance issues, advise on architecture for global distribution, replication, and data sovereignty, and advocate roadmap needs for FedRAMP implementations. Collaborate across regions and internal engineering to manage handovers, improve case deflection through knowledge-sharing, and develop KPIs and reporting to scale technical excellence.

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FursaFursa
MongoDB
MongoDB
3 days ago

Manager, Technical Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead MongoDB FedRAMP Support Engineers for a regional technical services team, driving customer escalations and ensuring 24x7 follow-the-sun coverage. Diagnose and resolve performance issues, advise on architecture for global distribution, replication, and data sovereignty, and advocate roadmap needs for FedRAMP implementations. Collaborate across regions and internal engineering to manage handovers, improve case deflection through knowledge-sharing, and develop KPIs and reporting to scale technical excellence.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a regional team of MongoDB FedRAMP Support Engineers, ensuring expert resolution for customer database function issues.
  • •Diagnose and resolve performance-related issues for FedRAMP customers.
  • •Advise on design and architecture, including global distribution and replication, to support high availability, low latency, and data sovereignty requirements.
  • •Advocate for upcoming roadmap features by articulating customer business cases to drive issue resolution.
  • •Collaborate globally across peer teams to execute seamless follow-the-sun handovers and improve case deflection through knowledge-base and community sharing.

Pay and Benefits

Salary: USD 133,000 - 261,000 annually
Perks:Equity401kParental LeavePaid LeaveHealth InsuranceFertility Assistance

Key Requirements

  • •A minimum of five years running a technical support team or organization, including managing high-profile customer escalations and coordinating 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 stay calm under pressure and solve problems in real time with strong diagnostic and troubleshooting skills.
  • •Ability to understand customer business drivers and use cases and mitigate and drive issues as appropriate.
  • •Comfort engaging in hiring decisions and performance management, including translating company goals to team and individual levels.
Experience:5+ yearsDatabaseNoSQLDistributed systems
Skills:People managementCustomer advocacyDiagnostic troubleshootingProblem-solvingCommunication
Tech Stack:NoSQLTableau

Eligibility

Nationality:US National

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
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