# Manager, Technical Services

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Austin, TX
**Role:** Support Engineering
**Salary:** $133k – $261k/yr
**Experience:** 5+ years
**Skills:** technical support, technical services, case management, escalation management, database administration, Distributed Systems, Cloud Infrastructure, systems administration, Networking, performance troubleshooting, application architecture, metrics analysis, Cross-Functional Collaboration
**Posted:** 2026-07-20

> Lead a team of technical services engineers supporting MongoDB partners with complex escalations and case resolution. Requires 5+ years in technical support/services and 2+ years of technical leadership, with strong operational and cross-functional collaboration skills.

## Job Description

## 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.

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