Senior Product Manager, Technical Services Engineering

The CIO’s Post Sales organization builds and operates many of the technology platforms that enable the end-to-end customer lifecycle, spanning Revenue Operations, Technical Support, Customer Success, and Professional Services. As a Senior Product Manager within the Post Sales organization, you will own the product strategy and roadmap for the Technical Services platforms and tools. These platforms and tools are used by customer facing developers and engineers , and they directly affect how effectively these teams solve highly complex technical problems every day. Initiatives could include work around a Customer Health Application, utilizing agentic capabilities to minimize manual tasks, optimizing integration options and more. You will partner with Technical Services and Engineering leaders to define product vision, prioritize investments, solve hard problems creatively by delivering scalable solutions that improve end customer experiences, drive operational efficiency, and support scaling business growth. We are looking to speak to candidates who are based in Austin, Seattle, Palo Alto and New York for our hybrid working model. Responsibilities Domain Expertise • Proven experience modernizing Technical Support platforms including developer tooling, including but not limited to knowledge sharing, workforce planning, workflow automation and optimization for technical support engineers • Strong understanding of end-to-end support user journey, including case creation and management, omni-channel case routing, prioritization, system integrations, and AI-driven proactive customer engagement • Expertise in customer and support agent journeys, support processes, and operational workflows, with a track record of large-scale digital transformations and delivering custom solutions that address complex business challenges creatively • Extensive knowledge of integration patterns across Salesforce Sales Cloud, Service Cloud, external support portals, developer tooling and analytics platforms to deliver seamless customer and agent experiences • Broad understanding of the post-sales milestones spanning Professional Services, Technical Support, and Solution Architects with the ability to design solutions that optimize this end user experience • Expertise in building and scaling out of the box technology solutions for Technical Support, and Professional Services organizations Product Strategy & Vision • Translate business strategy, stakeholder needs, and operational priorities into scalable, platform-based product capabilities on a product roadmap • Partner with business and engineering leaders to provide sound judgement product investments with enterprise architecture, security, governance, and platform standards • Develop clear product requirements (PRDs), prioritize features, define measurable outcomes, and drive adoption through data-driven decision making • Balance short-term business priorities with long-term platform strategy to maximize customer value, operational efficiency, and business impact • Champion a product-led mindset by continuously incorporating stakeholder feedback, operational insights, and market trends into product evolution Stakeholder Engagement • Partner with Technical Services and Post Sales leaders to identify opportunities and improve how the organization works • Represent the voice of the user, ensuring solutions address real operational challenges • Communicate priorities, trade-offs, timelines, and progress clearly to stakeholders and leadership • Build strong partnerships with engineering teams, architects, and external vendors Roadmap & Delivery • Own and maintain the product backlog and roadmap, prioritizing work based on business impact and technical feasibility • Work closely with engineering in an Agile environment to plan and deliver product releases • Balance new feature development with platform improvements and addressing technical debt • Manage cross-team dependencies and align stakeholders to ensure smooth delivery Adoption & Change Management • Partner with enablement and change management teams to drive adoption of new capabilities • Communicate product changes, new features and collaborate with the Communications team to develop messaging for customers and partners when appropriate • Monitor KPIs and support incident or problem management when issues arise Requirements • 8+ years of Product Management experience in enterprise SaaS or cloud platforms • Proven experience modernizing Technical Support and Customer platforms and developer tooling, including knowledge sharing, workforce planning, and workflow automation for support engineers • Strong understanding of the end-to-end support journey: case creation and management, omni-channel routing, prioritization, system integrations, and AI-driven proactive engagement • Deep knowledge of Salesforce Sales Cloud and Service Cloud, and integration patterns across support portals, developer tooling, and analytics platforms • Understanding of post-sales milestones across Professional Services, Technical Support, and Solution Architects, with the ability to design solutions that improve the end-user experience • Experience building custom workflow applications, automation platforms, or AI-powered tools, including building and deploying agents for developer and technical support workflows • Experience with telemetry, analytics, and customer health data, and using product metrics to guide decisions • Track record leading large-scale digital transformations and delivering creative solutions to complex business challenges • Ability to partner effectively with engineering, operations, and business stakeholders • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience) About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. 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