# Manager, Technical Services Engineering

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Palo Alto, CA, San Francisco, CA
**Role:** Engineering Management
**Salary:** $133k – $261k/yr
**Experience:** 5+ years
**Skills:** MongoDB, Mongodb Atlas, NoSQL, Distributed Systems, SaaS, Iaas, Paas, Observability, Analytics, Automation, Tableau, AI/ML, Vector Databases, Root-Cause Analysis
**Posted:** 2026-09-01

> Leads a regional team of MongoDB Support Engineers, overseeing people development, customer escalations, technical troubleshooting, and process improvement. Requires at least five years managing technical support teams and strong database, cloud, and customer-advocacy capabilities.

## Job Description

## Responsibilities
- Lead a regional team of MongoDB Support Engineers serving customers through a 24x7x365 follow-the-sun support model.
- Build and manage a high-performing team focused on customer experience and technical excellence.
- Coordinate high-profile customer escalations and collaborate with engineering, sales, escalation managers, customer success managers, field teams, and other stakeholders.
- Set expectations, provide coaching and career-development guidance, conduct regular one-on-ones, and create growth plans.
- Participate in hiring decisions, performance management, and translating organizational goals into team and individual objectives.
- Serve as a customer advocate by understanding business drivers, mitigating issues, and driving resolution.
- Apply diagnostic and troubleshooting skills to assist with regional escalations and root-cause analyses.
- Develop roadmaps and initiatives to improve team efficiency, processes, and tooling at global scale.
- Keep leadership informed about potentially critical issues and relevant updates.
- Support named accounts, build customer relationships, and understand customer architectures and environments.
- Help resolve implementation and operational issues involving MongoDB core databases and the Atlas managed platform.
- Advise on database design and architecture, including global distribution, replication, high availability, low latency, and data sovereignty.
- Collaborate globally on regional handoffs and contribute to knowledge-base content, peer enablement, training, and case deflection.

## Requirements
- At least 5 years of practical experience running a technical support team or organization.
- Experience coordinating high-profile customer escalations and collaborating with internal engineering and sales teams.
- Strong people-management skills and experience developing individuals.
- Ability to remain calm under pressure, solve problems in real time, and adapt communication from technical to executive audiences.
- Strong diagnostic and troubleshooting skills.
- Ability to understand customer business drivers and use cases.
- Willingness to participate in hiring, performance management, and career development.
- Candidates should be based in Palo Alto; the role requires working in the office 3 or more days per week.

## Nice-to-haves
- Experience at a database company, particularly in the NoSQL space, or with highly concurrent distributed systems in production.
- Born-in-the-cloud SaaS experience; IaaS or PaaS experience is highly desirable.
- Experience with observability, analytics, and automation tools.
- Experience developing KPIs and management dashboards or scorecards using tools such as Tableau.
- Exposure to AI/ML technologies, vector databases, data platforms, or AI-driven applications.

## Compensation
- Base salary: $133,000–$261,000 annually.

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