Manager, Technical Services

At MongoDB, we are transforming industries and empowering developers to build amazing applications that people use every day. We are a leading developer data platform, helping organizations build, scale, and operate modern applications. MongoDB Technical Services partners with customers to help them successfully run MongoDB in production. Our globally distributed organization provides 24x7x365 support through a follow-the-sun model, combining deep technical expertise with a strong commitment to customer outcomes. We are looking for a Manager, Technical Services to lead and grow a team in Gurugram. This leader will manage engineers supporting customers across MongoDB’s database, cloud, and emerging application-platform capabilities. The role is well suited to a people leader who can build a high-performing, inclusive team; lead complex customer situations; and partner effectively with Engineering, Product, and go-to-market teams. We are looking to speak to candidates who are based in Gurugram for our hybrid working model. The role As a Manager, Technical Services, you will lead a team of highly skilled support engineers. You will create the conditions for excellent customer outcomes, develop technical and people leadership capability within the team, and help scale the support model for evolving customer workloads. Your team will support a broad range of technologies, including MongoDB database and cloud services, distributed applications, APIs, cloud infrastructure, observability, and modern AI-enabled application workflows. You will help establish durable operating practices for a fast-growing area while ensuring seamless collaboration with the wider global Technical Services organization. What you’ll do • Lead, coach, and develop a team of Technical Services Engineers, including regular 1:1s, clear goals, performance feedback, career development, and succession planning • Build an inclusive, accountable, and customer-focused team culture where engineers can do their best work • Own regional service delivery for your team, balancing customer experience, case health, quality, operational discipline, and team sustainability • Lead and coordinate high-impact customer escalations, ensuring timely communication, sound technical judgment, clear ownership, and effective follow-through • Partner with Engineering, Product, Security, Customer Success, Sales, and other Technical Services teams to resolve complex issues and bring customer feedback into product and process improvements • Work with global peers to maintain consistent follow-the-sun processes, effective handoffs, and high-quality support across regions • Help scale support for modern application workloads involving APIs, cloud services, distributed systems, containers, observability, data services, and AI-enabled application workflows, including agent orchestration, model and tool integrations, MCP, retrieval, memory, and production reliability considerations • Establish and improve team operating mechanisms, including incident management, case reviews, root-cause analysis, knowledge management, quality practices, and capacity planning • Identify recurring customer issues and drive improvements to self-service content, diagnostic tooling, runbooks, and support processes • Participate in hiring and onboarding, and build a strong local talent pipeline • Use operational metrics and customer feedback to identify trends, communicate performance, and prioritize improvements • Contribute to regional and global Technical Services initiatives that improve the customer experience, operational efficiency, and technical capability of the organization What you’ll bring Required • 3+ years of experience leading a technical support, customer engineering, site reliability, operations, or similar customer-facing technical team • Demonstrated success developing people, managing performance, hiring strong talent, and building inclusive, high-performing teams • Experience coordinating complex or high-severity customer escalations and working effectively with Engineering and Product organizations • Strong technical foundation in troubleshooting production systems, with the ability to guide structured investigations across application, infrastructure, network, identity, and data layers • Experience with one or more of cloud platforms, distributed systems, databases, containerized workloads, APIs, observability, or enterprise software • Foundational knowledge of AI-enabled applications and agentic workflows, with the ability to assess technical judgment in areas such as agents, model-provider integrations, tool calling, Model Context Protocol (MCP), retrieval and memory, orchestration, guardrails, and human-in-the-loop workflows • Strong customer advocacy and sound judgment under pressure, with the ability to set expectations and drive issues to resolution • Excellent written and verbal communication skills, with the ability to adapt communication for technical, business, and executive audiences • Experience translating organizational objectives into clear team priorities, measurable outcomes, and individual goals • A collaborative, pragmatic leadership style and the ability to operate effectively across global, cross-functional teams Preferred • Experience supporting MongoDB, MongoDB Atlas, or another database or distributed data platform • Experience with cloud-native technologies, such as AWS, Azure, or GCP; Docker; Kubernetes; networking; identity and access management; or CI/CD systems • Familiarity with logs, metrics, traces, alerting, incident response, and root-cause analysis • Experience supporting developer platforms, platform services, or AI-enabled applications • Experience using operational metrics, dashboards, or scorecards to improve support performance and customer outcomes Success in the role Within 30 days • Complete MongoDB onboarding and build rapport with the team and key partners • Develop a wor