Senior Manager (or Manager), Premium Services

Technical Services operates with a global footprint, maintaining a presence in key cities such as New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Our commitment to exceptional customer satisfaction is underpinned by a 24x7x365 'follow-the-sun' support strategy, executed by dedicated regional teams across the Americas, EMEA, and APAC. We are seeking a visionary leader to join the MongoDB Technical Services organization to oversee regional teams of MongoDB Premium Services Support Engineers. These specialists possess deep expertise in resolving challenges related to core database functionality and troubleshooting complex cloud environments to facilitate high-scale customer success. For this hybrid role, we are specifically interested in meeting candidates located in Palo Alto, CA or San Francisco, CA. Core Responsibilities of the Team Diagnosing and resolving performance issues: Identifying, troubleshooting, and fixing performance-related bottlenecks Advising on design and architecture: Providing technical guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty requirements Serving as a customer advocate: Advising on upcoming roadmap features and articulating strong business cases to drive the swift resolution of critical issues Engaging in global collaboration: Partnering with regional peer teams and sharing account context to anticipate client needs before an event, ensuring a seamless and elevated level of global service Fostering a culture of continuous learning: Growing technical skills through training participation, maintaining industry awareness, and developing specialized internal training to share subject matter expertise more broadly across the team Enhancing case-deflection strategies: Increasing case-deflection numbers by regularly contributing to the knowledge base, distributing technical insights to peers, and sharing knowledge with the broader MongoDB community Building strong account relationships: Working with specific key accounts to build rapport, establish deep partnerships, and gain an in-depth understanding of unique customer architectures and environments while actively encouraging the expansion of MongoDB usage 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 Experience 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 Desired Experience 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 l