Technical Services has global team members in offices spanning the globe including New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.
We are looking for a transformational leader to join the MongoDB Technical Services team, leading regional teams of MongoDB ‘core’ and ‘cloud’ Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s core database functionality as well as troubleshooting cloud issues to enable successful customer implementations at scale.
Click here to learn more about our Technical Services team.
We are looking to speak to candidates who are based in Austin, as this role will require working in our Austin office 3 or more days a week.
Typical responsibilities of the team include
Diagnosing and resolving performance related issues
Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community
Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use
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Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you!
Candidate Profile
Required
8+ years managing technical support or customer-facing engineering teams, with demonstrated success scaling operations, implementing process improvements, and elevating team performance
Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues
Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
Experience building and refining KPIs, implementing tooling improvements, and using data to drive team decisions
Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans
Ability to calibrate communication for diverse audiences—from kernel debugging sessions to executive business reviews
Desirable
Prior work at a database company, specifically in the NoSQL space, or managing support for highly concurrent distributed systems in production. Scaled SaaS customer facing role experience preferred
Experience with modern observability, analytics, and automation tools; familiarity with how AI can enhance team operations
Track record of process innovation that demonstrably improved efficiency metrics (case deflection, resolution time, customer satisfaction)
Experience developing analytical dashboards using tools like Tableau, or implementing data-driven approaches to operational planning
Success Measures
Within 30 days
Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products
Build initial rapport with the team and gain their trust
Within 60 days
Understand our global follow-the-sun processes and escalation processes
Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders
Have begun conducting regular 1 on1’s with your teams as well as other managers within Technical Services and across the business
Within 90 days
Take assignment of and drive five (5) cases to closure to learn our internal processes
Have identified areas of efficiency for the team to scale
Effectively lead regional escalations and RCA’s when needed
At 120 days and onward
Present a comprehensive operational improvement plan addressing at least two areas: process efficiency, tooling gaps, knowledge management, or team development frameworks
Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives
About MongoDB
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.
Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristi
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