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About the Role

MongoDB Technical Services is seeking a transformational leader to manage a regional team of MongoDB Support Engineers. This role focuses on core database and Atlas cloud platform issues, ensuring successful customer implementations at scale.

Responsibilities

Coordinate high profile customer escalations.
Collaborate with other internal engineering departments.
Work closely with sales teams.
Lead by example with strong diagnostic and troubleshooting skills.
Set clear expectations for individuals to strengthen skills and provide career development guidance.
Serve the daily interrupt-driven needs of a busy technical support organization.
Understand customer business drivers and use cases.
Act as a customer advocate to mitigate and drive issues.
Engage in hiring decisions and performance management.
Translate company and organizational goals to team and individual levels.
Articulate and calibrate communication style for various audiences.
Become well-versed in core aspects of MongoDB and the Atlas managed platform.
Combine technical rigor with customer empathy to resolve implementation and operational issues.
Advise on design and architecture, including global distribution and replication.
Educate on upcoming roadmap features and advocate for the customer.
Collaborate globally with peer teams for seamless regional handovers.
Continuously learn and grow skills through training and industry awareness.
Develop training to share subject matter expertise.
Increase case-deflection numbers by contributing to the knowledge base and distributing knowledge.
Work on named accounts to build rapport and understand customer architecture.
Encourage expansion of use.
Help customers, manage complex situations, and lead a talented group of individuals.

Requirements

A minimum of five (5) years practical experience running a technical support team or organization.
Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
Strong people management skills with a track record of building and managing individuals focused on customer experience and technical excellence.
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 are highly desirable.
Experience with modern observability, analytics, and automation tools.
Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau.
Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications.

Skills

Technical support management
Customer escalations
Cross-functional collaboration
Sales collaboration
People management
Customer experience focus
Technical excellence
Problem-solving
Real-time troubleshooting
Diagnostic skills
Setting expectations
Career development guidance
Customer advocacy
Hiring
Performance management
Communication
MongoDB core database
Atlas cloud managed platform
Global distribution
Replication
High availability
Low latency
Data sovereignty
Roadmap features
Case deflection
Knowledge base contribution
Customer relationship building
AI/ML technologies
Vector databases
AI-driven applications

Location

Palo Alto

Work Type

Hybrid

Experience Level

5+ years managing a technical support team

Salary/Compensations

$133,000—$261,000 USD

Benefits

Equity
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
Transgender-inclusive health insurance coverage
Health benefits offerings

About the Company

MongoDB has over 500 team members in offices spanning the globe, operating out of 16 locations.
The team utilizes a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.
MongoDB is built for change, empowering customers and people to innovate at the speed of the market.
MongoDB has redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software.
MongoDB’s unified data platform is the most widely available, globally distributed data platform on the market.
MongoDB Atlas is the only globally distributed, multi-cloud data platform, available across AWS, Google Cloud, and Microsoft Azure.
Over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, rely on MongoDB.
MongoDB's compass is its Leadership Commitment, guiding decisions, interactions, and success.
MongoDB is committed to developing a supportive and enriching culture for everyone, valuing employee wellbeing.
MongoDB is committed to providing necessary accommodations for individuals with disabilities.

Equal Opportunity

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.