Manager, Technical Services Engineering

Responsibilities

• Lead and develop a regional team of MongoDB Support Engineers in a hybrid, AI-native Technical Services environment.
• Build and scale MongoDB’s Technical Services presence in Mexico City; partner with regional stakeholders and help recruit and develop local talent.
• Diagnose and resolve performance issues through structured investigations, root-cause analysis, and recovery efforts across multiple technical layers.
• Advise customers on database design and architecture, including global distribution, replication, high availability, low latency, and data sovereignty.
• Own complex, high-impact customer investigations involving AI applications and agentic workflows.
• Advise on roadmap features and advocate for customers to drive issue resolution.
• Create and improve troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks.
• Coordinate global follow-the-sun handovers and regional escalations.
• Improve support processes, tooling, case deflection, and customer self-service.
• Manage named accounts, build customer relationships, and understand customer architectures and environments.
• Develop team growth plans, conduct one-on-ones, manage performance, and align team goals with organizational objectives.
• Track and communicate team efficiency, KPIs, escalations, and process improvements.

Requirements

• At least five years of practical experience running a technical support team or organization.
• Experience coordinating high-profile customer escalations and collaborating with engineering and sales teams.
• Strong people-management skills and a track record of developing teams focused on customer experience and technical excellence.
• Ability to adopt new technologies and deploy them in a team environment.
• Strong real-time problem-solving, diagnostic, and troubleshooting skills.
• Ability to understand customer business drivers and use cases and advocate for customers.
• Experience with hiring decisions, performance management, and translating organizational goals into team and individual objectives.
• Ability to communicate effectively with highly technical audiences and executives.

Nice-to-haves

• Experience at a database company, particularly in the NoSQL space, or with highly concurrent distributed systems in production.
• Cloud-native SaaS experience; IaaS or PaaS experience is highly desirable.
• Experience developing KPI dashboards and management scorecards using analytical tools such as Tableau.
• Experience applying AI in technical support or engineering environments and leading AI-native adoption across a team.
• Experience with MongoDB products and cloud platforms such as AWS, Google Cloud, or Microsoft Azure.