other
Posted 5 days agoManager, Technical Services
at MongoDB
Austin, United StatesHybrid
Responsibilities
- Lead and develop a high-performing team: Manage daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy
- Oversee partner support and escalations: Drive operational excellence in triage and resolution for complex, high-priority partner issues, coordinating cross-functionally across Engineering, Product, and Customer Success
- Optimize processes and scale operations: Drive continuous improvement by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction
- Collaborate and advocate: Partner with global leadership to ensure consistent, follow-the-sun service delivery and represent the team’s interests in cross-functional forums
- Drive product feedback loops: Ensure the team captures actionable trends and insights to influence Product and Engineering roadmaps What you’ll bring 5+ years of
- Build rapport with the team and understand current partner support workflows, escalation paths, and operating rhythms
- Establish strong working relationships with leaders and peers in Technical Services, Product, Engineering, Customer Success, and Partner teams
- Identify near-term opportunities to improve partner case handling, communication quality, and escalation efficiency Within 90 days
- Own critical partner escalations end-to-end with strong internal coordination and executive-ready communication
- Deliver a clear operational improvement plan for the Partner Support team covering process, tooling, knowledge management, or team development
- Demonstrate a clear point of view on capacity, team structure, and the most important investments needed to scale the function Beyond 90 days
- Improve partner-facing support outcomes through better escalation management, stronger team coaching, and clearer operating mechanisms
- Build scalable processes that improve consistency, responsiveness, and quality across the Partner Support experience
- Develop the team’s technical depth and leadership bench while strengthening the role of Partner Support within the broader Technical Services organization About MongoDB
Requirements
- The Technical Services Partner Support team works closely with MongoDB partners to help ensure our mutual customer environments are healthy, stable, and successful on the MongoDB data platform.
- experience leading technical teams and functions will be considered in lieu of prior people management experience.
- experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure
- experience with case management, escalation, prioritization, workflow design, and support process improvement
- Demonstrated ability to coach and develop technical talent in a high-accountability environment
- Experience using metrics to evaluate team health, improve service quality, and guide operational decisions Nice to have •
- Experience supporting or enabling ISVs, OEMs, or other technical partner ecosystems
- Familiarity with MongoDB, Atlas, cloud platforms, or related infrastructure tooling •
- Experience with knowledge management, case deflection, and support enablement programs •
- Experience presenting trends, risks, and operational recommendations to senior stakeholders Success in the role Within 30 days
- Complete onboarding and develop a working understanding of MongoDB’s products, support model, and internal stakeholder landscape
- We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software.
- MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI.
- Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
- With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.
- Learn more about what it’s like to work at MongoDB , and help us make an impact on the world!
Experience
- 2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management)
Benefits
- From employee affinity groups, to fertility assistance and a generous parental leave policy , we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.
- MongoDB’s base salary range for this role is posted below.
- Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location.
- Salary is one part of MongoDB’s total compensation and benefits package. Other
- benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health
- benefits offerings. Please note, the base salary range listed below and the
- MongoDB’s base salary range for this role in the U.S. is: $133,000 — $261,000 USD
Additional details
- This team serves as a critical extension of Technical Services, helping partners navigate complex technical issues, accelerate resolution paths, and deliver a consistently strong support experience.
- We are looking for a Manager, Technical Services Partner Support to lead a team of highly skilled technical services engineers responsible for managing partner-facing technical cases and escalations.
- This leader will coach and grow the team, ensure excellent operational execution, and strengthen collaboration across Technical Services, Support Delivery, Product, Engineering, Customer Success, and Partner teams.
- This role is ideal for a people leader who is passionate about customer outcomes, calm execution during escalations, and building scalable support practices for a fast-growing partner ecosystem. Sufficient
- We are looking to speak to candidates who are based in Austin, TX for our hybrid working model. Responsibilities
- Strong customer and partner advocacy mindset, with sound judgment during high-pressure situations •
- Experience collaborating cross-functionally with Engineering, Product, Support, Customer Success, and field teams
- A solid technical foundation in one or more of the following areas:
- Database administration; Distributed systems Cloud infrastructure; Systems administration; Networking; Performance troubleshooting; Application architecture •
- Experience building processes for globally distributed or follow-the-sun support organizations •