Manager, Technical Services Engineering

What you'll do

• Lead and manage a regional team of MongoDB Support Engineers to ensure technical excellence and customer satisfaction.
• Coordinate high-profile customer escalations and collaborate with internal engineering and sales departments to resolve issues.
• Provide technical guidance on database design, architecture, global distribution, and data replication requirements.
• Conduct performance management, hiring decisions, and career development planning for team members.
• Drive process and tooling efficiency improvements to scale the technical services organization.
• Communicate complex technical information and organizational goals to both technical and executive-level audiences.
• Advocate for customers by translating their business drivers into actionable technical requirements and issue resolutions.
• Monitor and report on team KPIs, hot issues, and regional escalation statuses to leadership.

What we're looking for

• Must have a minimum of five years of practical experience running a technical support team or organization.
• Must have experience coordinating high-profile customer escalations and collaborating with internal engineering and sales teams.
• Must possess strong people management skills with a track record of building and managing individuals.
• Must have strong diagnostic and troubleshooting skills to lead-by-example.
• Must be able to articulate and calibrate communication styles for both highly technical and executive audiences.
• Must be based in Palo Alto to work in the office three or more days a week.
• Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system (preferred).
• Born-in-the-cloud SaaS experience, specifically IaaS or PaaS (preferred).