# Manager, Technical Services

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Austin, TX
**Role:** Engineering Management
**Salary:** $133k – $261k/yr
**Experience:** 5+ years
**Skills:** MongoDB, NoSQL, SaaS, iaas, paas, Tableau, technical support, Troubleshooting, Distributed Systems, data replication, high availability, Root Cause Analysis
**Posted:** 2026-08-04

> Leads a regional team of FedRAMP Support Engineers, coordinating escalations, customer architecture guidance, and follow-the-sun operations. Requires at least five years managing technical support teams, strong troubleshooting and people-management skills, and experience partnering with engineering and sales.

## Job Description

## Responsibilities

- Diagnose and resolve performance-related issues.
- Advise customers on design and architecture, including global data distribution and replication for high availability, low latency, and data sovereignty.
- Advise on upcoming roadmap features and advocate for customers by articulating business cases to drive issue resolution.
- Collaborate globally with peer teams to provide seamless regional handovers in a follow-the-sun support model.
- Develop technical skills through training, industry awareness, and sharing subject-matter expertise.
- Contribute to the knowledge base and distribute knowledge to peers and the MongoDB community to increase case deflection.
- Work with named accounts to build customer relationships, understand customer architectures and environments, and encourage expansion of use.
- Lead and manage a regional team of MongoDB FedRAMP Support Engineers.
- Coordinate high-profile customer escalations and collaborate with engineering and sales teams.
- Participate in pager-duty rotations during nights, weekends, and holidays, approximately once every six weeks during the initial ramping period and potentially thereafter.

## Requirements

- At least five years of practical experience running a technical support team or organization.
- Experience coordinating high-profile customer escalations, collaborating with internal engineering departments, and working closely with sales teams.
- Strong people-management skills and a record of developing individuals with a focus on customer experience and technical excellence.
- Ability to remain calm under pressure, solve problems in real time, and lead by example with strong diagnostic and troubleshooting skills.
- Ability to understand customer business drivers and use cases.
- Customer advocacy skills, including the ability to mitigate and drive issues appropriately.
- Comfort with hiring decisions, performance management, and translating organizational goals into team and individual objectives.
- Ability to adapt communication style for audiences ranging from highly technical stakeholders to executives.
- Must be a U.S. Person on U.S. soil: U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee living and working in the United States.

## Nice-to-haves

- Experience at a database company, particularly in the NoSQL space, or with a highly concurrent distributed system used in production.
- Cloud-native SaaS experience; IaaS or PaaS experience is highly desirable.
- Experience developing KPIs for management dashboards and scorecards using analytical tools such as Tableau.

## Success Measures

### Within 30 days

- Complete MongoDB’s new-hire technical training and speak confidently about the product portfolio.
- Navigate and articulate the core products at a beginner level.
- Build rapport and trust with the team.

### Within 60 days

- Understand global follow-the-sun and escalation processes.
- Build relationships with escalation managers, customer success managers, sales, field, and engineering stakeholders.
- Begin conducting regular one-on-ones with staff and other Technical Services managers.

### Within 90 days

- Drive five cases to closure to learn internal processes.
- Provide and prioritize a personal growth roadmap.
- Identify team efficiency opportunities for scaling.
- Assist with regional escalations and root-cause analyses when needed.
- Keep leadership informed about potentially urgent issues and team-related developments.

### At 120 days and onward

- Create a roadmap for scaling product knowledge in line with role requirements.
- Establish an approved plan to improve process or tooling efficiency globally.
- Conduct three face-to-face interactions with marquee customers, either in person or virtually.
- Produce growth plans for the team.
- Demonstrate understanding of the Technical Services team’s short- and long-term goals and how the team contributes to them.

## Compensation and Benefits

- Base salary range: **$133,000–$261,000 annually**.
- Total compensation may also include equity and benefits for eligible employees.
- Benefits may include fertility assistance, parental leave, and employee affinity groups.

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