Manager, Technical Services
Core
Lead a team of technical services engineers to manage partner-facing technical cases, escalations, and ensure healthy MongoDB customer environments.
Role type
Manager, Technical Services Partner Support
Builds
Partner support operations and escalation resolution for MongoDB data platform
Domain
Enterprise software, SaaS, cloud infrastructure, database administration
Deliverable
client delivery
Required skills
Team leadership and development, operational excellence, process improvement, cross-functional collaboration, technical troubleshooting, metrics-driven decision making
Preferred skills
ISV/OEM partner ecosystem experience, MongoDB/Atlas familiarity, knowledge management, global support organization experience
Technologies
MongoDB, Atlas, AWS, Google Cloud, Microsoft Azure
Responsibilities
Manage daily operations, staffing, hiring, and mentoring of the technical services team; oversee triage and resolution of complex partner issues; optimize support workflows and processes; collaborate with Engineering, Product, and Customer Success; drive product feedback loops from support data.
Seniority
Manager, hands-on leadership