MongoDB · 1 day ago
Senior Manager, Technical Services Engineering
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
$140K/yr - $275K/yr
8+ years expMongoDB is a leading database company that empowers customers to innovate at the speed of the market. They are seeking a transformational leader to join their Technical Services team, responsible for leading regional teams of Support Engineers and ensuring outstanding customer satisfaction through effective troubleshooting and support strategies.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
Responsibilities
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
Qualification
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
Preferred
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
Benefits
Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings
Company
MongoDB
MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
5001-10000 employees
H1B Sponsorship
MongoDB has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (150)
2023 (133)
2022 (79)
2021 (51)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$311MKey Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity
Leadership Team
Jim Scharf
Chief Technology Officer
Ronnen Miller
SVP, Global Technical Services
Recent News
Investing.com
2026-01-06
2025-12-15
Company data provided by crunchbase