Manager, Technical Services Engineering (Support)

Technical Services has nearly 500 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions. We have an incredible opportunity for a transformational leader to join MongoDB’s Technical Services team and lead a regional team of MongoDB Support Engineers. This leader will build and develop an AI-native Technical Services team, enabling engineers to support MongoDB’s growing portfolio while embedding AI tools, workflows, and capabilities into daily operations. By combining deep technical expertise with innovative ways of working, the team will improve engineer effectiveness, scale customer support, and drive successful customer outcomes. As a key local representative of Technical Services (TS), this manager will play a central role in establishing and scaling MongoDB’s TS presence in the region. They will partner closely with regional stakeholders, help recruit and develop local talent, and build toward a full, high-performing Technical Services team. We are looking to speak to candidates who are based in Mexico City for our hybrid working model. Typical responsibilities of the team include: • Diagnosing and resolving performance related issues, leading structured investigations, root-cause analysis, and recovery efforts across multiple technical layers • Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements • Owning complex and high-impact customer investigations involving AI applications and agentic workflows • Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution • Creating and improving troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks • Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues • Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team • Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community • Reviewing recurring issues and identifying opportunities to improve support processes, tooling, and customer self-service • Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use • Contributing to the broader MongoDB database and cloud support cases when needed Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you! Candidate Profile Required • A minimum of five(5) years practical experience running a technical support team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams • Strong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence • Ability to rapidly adopt new technologies and to deploy them in a team environment • Ability to think on your feet, remain calm under pressure, and solve problems in real-time • Ability to lead-by-example with strong diagnostic and troubleshooting skills • Ability to understand customer business drivers and use cases • A customer advocate who can mitigate and drive issues as appropriate • Is comfortable engaging in hiring decisions, performance management, translating company and the organization’s goals down to team and individual levels • Ability to articulate and calibrate communication style based on audience, from highly technical to ‘executive' Desirable • Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures • Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable • Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau • Experience applying AI in technical support and/or engineering environments, with the ability to lead adoption of AI-native ways of working across the team Success Measures Within 30 days • Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products • Be able to navigate and articulate our core products at a beginner level • Build initial rapport with the team and gain their trust Within 60 days • Understand our global follow-the-sun processes and escalation processes • Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders • Have begun conducting regular 1 on1’s with staff as well as other managers within Technical Services Within 90 days • Take assignment of and drive five (5) cases to closure to help learn our internal processes • Provide a roadmap for personal growth in the role and justify the order and prioritization • Have identified areas of efficiency for the team to scale • Can assist with regional escalations and RCA’s when needed • Keep leadership apprised of potentially hot issues and heads-up information related to the team At 120 days and onward • Produce a roadmap and review with your manage