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About the Role

The Technical Services Partner Support team collaborates with MongoDB partners to ensure customer environments are healthy, stable, and successful on the MongoDB data platform. This role leads a team of technical services engineers managing partner-facing technical cases and escalations, coaching the team, ensuring operational excellence, and fostering collaboration across various departments.

Responsibilities

• Lead and develop a high-performing team, managing daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy.
• Oversee partner support and escalations, driving operational excellence in triage and resolution for complex, high-priority partner issues, coordinating cross-functionally.
• Optimize processes and scale operations by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction.
• Collaborate 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 by ensuring the team captures actionable trends and insights to influence Product and Engineering roadmaps.

Requirements

• 5+ years of experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure.
• 2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management).
• Strong operational instincts, including 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.
• Excellent communication skills, with the ability to adapt messaging across technical practitioners, partner leaders, and internal executives.
• 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 using metrics to evaluate team health, improve service quality, and guide operational decisions.

Skills

• Case management
• Escalation management
• Prioritization
• Workflow design
• Support process improvement
• Coaching technical talent
• Cross-functional collaboration
• Metrics analysis
• Database administration
• Distributed systems
• Cloud infrastructure
• Systems administration
• Networking
• Performance troubleshooting
• Application architecture

Location

• Austin, TX

Work Type

• Hybrid

Experience Level

• 5+ years of experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure
• 2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management)

Salary/Compensations

• $133,000—$261,000 USD

Benefits

• 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
• Health benefits offerings

About the Company

• MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market.
• 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.
• Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win.
• To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone.
• 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.

Equal Opportunity

• MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process.
• To request an accommodation due to a disability, please inform your recruiter.
• MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.