# Manager, Technical Services Engineering

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Mexico City, Mexico
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** MongoDB, NoSQL, Distributed Systems, AI, Technical Support, Root-Cause Analysis, Troubleshooting, Cloud Saas, Iaas, Paas, Tableau, AWS, GCP, Microsoft Azure, Data Replication
**Posted:** 2026-08-26

> Leads and scales a regional MongoDB Technical Services support team, combining people management, complex customer escalations, database troubleshooting, and AI-native operational improvements. Requires at least five years of technical support leadership experience and strong customer, engineering, and sales collaboration.

## Job Description

## 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.

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