Manager, Technical Services

Responsibilities

• Lead and develop a high-performing team: Manage daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy.
• Oversee partner support and escalations: Drive operational excellence in triage and resolution for complex, high-priority partner issues, coordinating cross-functionally across Engineering, Product, and Customer Success.
• Optimize processes and scale operations: Drive continuous improvement by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction.
• Collaborate and advocate: Partner with global leadership to ensure consistent, follow-the-sun service delivery and represent the team’s interests in cross-functional forums.
• Drive product feedback loops: Ensure the team captures actionable trends and insights to influence Product and Engineering roadmaps.

Requirements

• 5+ years of experience in technical support, technical services, customer-facing engineering, or a similar function in enterprise software, SaaS, or cloud infrastructure.
• 2+ years leading technical, customer-facing teams (or equivalent technical leadership in lieu of direct management).
• Strong operational instincts, including experience with case management, escalation, prioritization, workflow design, and support process improvement.
• Demonstrated ability to coach and develop technical talent in a high-accountability environment.
• Excellent communication skills, with the ability to adapt messaging across technical practitioners, partner leaders, and internal executives.
• Strong customer and partner advocacy mindset, with sound judgment during high-pressure situations.
• Experience collaborating cross-functionally with Engineering, Product, Support, Customer Success, and field teams.
• A solid technical foundation in one or more of the following areas: Database administration; Distributed systems; Cloud infrastructure; Systems administration; Networking; Performance troubleshooting; Application architecture.
• Experience using metrics to evaluate team health, improve service quality, and guide operational decisions.

Nice-to-Haves

• Experience supporting or enabling ISVs, OEMs, or other technical partner ecosystems.
• Familiarity with MongoDB, Atlas, cloud platforms, or related infrastructure tooling.
• Experience with knowledge management, case deflection, and support enablement programs.
• Experience building processes for globally distributed or follow-the-sun support organizations.
• Experience presenting trends, risks, and operational recommendations to senior stakeholders.