Manager, Technical Services Engineering (Support)
Core
Lead a regional team of MongoDB Support Engineers to build an AI-native technical services function, improving engineer effectiveness and scaling customer support for MongoDB's globally distributed data platform.
Role type
Manager, Technical Services Engineering (Support)
Builds
AI-native support workflows, diagnostic scripts, reusable runbooks, and knowledge base articles for MongoDB Atlas and related products.
Domain
Database (NoSQL), Cloud Infrastructure, AI/ML in Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People management, team building, root-cause analysis, troubleshooting, stakeholder management, hiring, performance management, strategic planning, process improvement, customer advocacy
Preferred skills
NoSQL database experience, distributed systems, SaaS, AI adoption in engineering, data visualization (Tableau)
Technologies
MongoDB Atlas, AWS, Google Cloud, Microsoft Azure, Tableau
Responsibilities
Diagnose and resolve complex performance issues across technical layers; advise on data architecture and global distribution; own high-impact customer investigations involving AI applications; create troubleshooting methodologies and diagnostic scripts; collaborate globally on follow-the-sun handovers; drive case deflection through knowledge sharing; manage named accounts and build customer rapport; scale team processes and tooling.
Seniority
Manager, hands-on leadership
