Manager, Technical Services Engineering (Support)

MongoDB
Mexico City
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["People management","Customer advocacy","Communication","Problem-solving","Lead-by-example"]

Lead MongoDB’s regional Technical Services team of Support Engineers, building an AI-native support organization that improves engineer effectiveness and scales customer outcomes. Own complex customer investigations, drive structured RCA across performance and availability issues, and advise on architecture, data distribution, and roadmap topics. Partner across global peer teams for follow-the-sun handovers, develop troubleshooting assets, and hire, coach, and grow local talent based in Mexico City.

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FursaFursa
MongoDB
MongoDB
1 day ago

Manager, Technical Services Engineering (Support)

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead MongoDB’s regional Technical Services team of Support Engineers, building an AI-native support organization that improves engineer effectiveness and scales customer outcomes. Own complex customer investigations, drive structured RCA across performance and availability issues, and advise on architecture, data distribution, and roadmap topics. Partner across global peer teams for follow-the-sun handovers, develop troubleshooting assets, and hire, coach, and grow local talent based in Mexico City.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Diagnose and resolve performance-related issues using structured investigations, root-cause analysis, and recovery efforts across technical layers.
  • •Advise on design and architecture, including global distribution and replication to support high availability, low latency, and data sovereignty requirements.
  • •Own complex and high-impact customer investigations involving AI applications and agentic workflows.
  • •Create and improve troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks to increase case-deflection.
  • •Collaborate globally for follow-the-sun regional handovers and increase support process, tooling, and customer self-service improvements.

Pay and Benefits

Perks:Parental Leave

Key Requirements

  • •Minimum five years of experience running a technical support team or organization, including coordinating high-profile customer escalations and partnering with engineering and sales.
  • •Strong people management skills, including building and managing individuals with a focus on customer experience and technical excellence.
  • •Ability to rapidly adopt new technologies and deploy them in a team environment.
  • •Strong diagnostic and troubleshooting skills with the ability to stay calm and solve problems in real time.
  • •Ability to understand customer business drivers and use cases, serving as a customer advocate through issue mitigation and driving resolution.
Experience:NoSQLDatabaseDistributed systemsSaaSAI-native support
Skills:People managementCustomer advocacyCommunicationProblem-solvingLead-by-example
Languages:English
Tech Stack:TableauAI

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