Manager, Technical Services
Core
Lead a team of Technical Services Engineers to support customers running MongoDB database, cloud, and AI-enabled application workflows in production.
Role type
Manager, Technical Services (People Leadership)
Builds
Customer support operations for MongoDB database, cloud services, distributed applications, APIs, and AI-enabled workflows
Domain
Database / Cloud Infrastructure / AI Applications
Deliverable
client delivery
Required skills
Technical team leadership, complex customer escalations, production system troubleshooting, cloud platforms, distributed systems, AI-enabled application workflows, stakeholder management
Preferred skills
MongoDB Atlas support, cloud-native technologies (AWS/Azure/GCP, Docker, Kubernetes), observability, developer platform support
Technologies
MongoDB, Atlas, AWS, Azure, GCP, Docker, Kubernetes, APIs, MCP, agent orchestration
Responsibilities
Lead, coach, and develop a team of Technical Services Engineers; Own regional service delivery balancing customer experience and operational discipline; Lead and coordinate high-impact customer escalations; Partner with Engineering, Product, and Sales to resolve complex issues; Establish and improve team operating mechanisms including incident management and knowledge management; Identify recurring issues and drive improvements to self-service content and tooling.
Seniority
Manager, hands-on leadership