Senior Manager, Premium Services

Core Responsibilities

• Identifying and fixing performance-related bottlenecks
• Providing guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty
• Serving as a customer advocate by articulating business cases for roadmap features and driving resolution of critical issues
• Engaging in global collaboration to manage seamless handovers of 'follow-the-sun' cases between regional teams
• Fostering a culture of continuous learning through specialized training and the development of internal subject matter expertise
• Enhancing case-deflection strategies by contributing to our knowledge base and sharing insights with the broader MongoDB community
• Establishing strong relationships with key accounts to deeply understand their unique architectures and encourage the expansion of MongoDB usage

Typical Responsibilities

• Diagnosing and resolving performance related issues
• Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
• Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
• Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
• Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
• Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community
• Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use

Required Qualifications

• 8+ years managing technical support or customer-facing engineering teams, with demonstrated success scaling operations, implementing process improvements, and elevating team performance
• Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
• Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
• Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues
• Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
• Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
• Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
• Experience building and refining KPIs, implementing tooling improvements, and using data to drive team decisions
• Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
• Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans
• Ability to calibrate communication for diverse audiences—from kernel debugging sessions to executive business reviews

Desirable Qualifications

• Prior work at a database company, specifically in the NoSQL space, or managing support for highly concurrent distributed systems in production
• Scaled SaaS customer facing role experience preferred
• Experience with modern observability, analytics, and automation tools; familiarity with how AI can enhance team operations
• Track record of process innovation that demonstrably improved efficiency metrics (case deflection, resolution time, customer satisfaction)
• Experience developing analytical dashboards using tools like Tableau, or implementing data-driven approaches to operational planning

Success Measures

Within 30 days

• Complete MongoDB’s new hire technical training program; be able to speak confidently about our total portfolio of products
• Build initial rapport with the team and gain their trust

Within 60 days

• Understand our global follow-the-sun processes and escalation processes
• Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders
• Have begun conducting regular 1 on1’s with your teams as well as other managers within Technical Services and across the business

Within 90 days

• Take assignment of and drive five (5) cases to closure to learn our internal processes
• Have identified areas of efficiency for the team to scale
• Effectively lead regional escalations and RCA’s when needed

At 120 days and onward

• Present a comprehensive operational improvement plan addressing at least two areas: process efficiency, tooling gaps, knowledge management, or team development frameworks
• Conduct three (3) face-to-face interactions with marquee customers, either in-person or virtually
• Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives