Senior Manager, Premium Services

## Senior 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 'core' and 'cloud' 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. ## Responsibilities - Identifying and fixing performance-related bottlenecks - Providing guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty - Serving as a customer advocate by articulating business cases for roadmap features and driving resolution of critical issues - Engaging in global collaboration to manage seamless handovers of 'follow-the-sun' cases between regional teams - Fostering a culture of continuous learning through specialized training and the development of internal subject matter expertise - Enhancing case-deflection strategies by contributing to our knowledge base and sharing insights with the broader MongoDB community - Establishing strong relationships with key accounts to deeply understand their unique architectures and encourage the expansion of MongoDB usage ## Requirements - 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 high-level strategic insights ## Nice to Have - Experience with cloud platforms such as AWS, Azure, or GCP - Familiarity with DevOps practices and CI/CD pipelines - Experience in leading teams across multiple time zones - Strong communication skills with both technical and non-technical stakeholders - Experience in mentoring and developing high-performing teams Our clients are industry leaders with high standards for our technology and partnership. If you thrive on assisting customers, navigating fast-paced environments, and mentoring elite technical talent, this leadership position is an ideal fit.