# Senior Manager, Technical Services Engineering

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Austin, TX, New York, NY, Palo Alto, CA
**Role:** Engineering Management
**Salary:** $140k – $275k/yr
**Experience:** 8+ years
**Skills:** MongoDB, NoSQL, Relational Databases, Distributed Systems, AI/ML, Observability, Automation, Tableau, KPIs, Troubleshooting
**Posted:** 2026-05-06

> Leads regional teams of support engineers handling MongoDB core database and cloud troubleshooting, performance optimization, architecture advising, and customer escalations. Requires 8+ years managing technical teams, deep database expertise, and operational excellence in scaling distributed support operations.

## Job Description

## Responsibilities
- Diagnosing and resolving performance related issues
- Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
- Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
- Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
- Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
- Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community
- Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use

## Required Qualifications
- 8+ years managing technical support or customer-facing engineering teams, with demonstrated success scaling operations, implementing process improvements, and elevating team performance
- Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
- Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
- Deep technical foundation across multiple database technologies (**relational**, **NoSQL**, distributed systems) with hands-on experience diagnosing complex production issues
- Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
- Exposure to **AI/ML** technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
- Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
- Experience building and refining **KPIs**, implementing tooling improvements, and using data to drive team decisions
- Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
- Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans
- Ability to calibrate communication for diverse audiences—from kernel debugging sessions to executive business reviews

## Desirable Qualifications
- Prior work at a database company, specifically in the **NoSQL** space, or managing support for highly concurrent distributed systems in production. Scaled **SaaS** customer facing role experience preferred
- Experience with modern **observability**, **analytics**, and **automation** tools; familiarity with how AI can enhance team operations
- Track record of process innovation that demonstrably improved efficiency metrics (case deflection, resolution time, customer satisfaction)
- Experience developing analytical dashboards using tools like **Tableau**, or implementing data-driven approaches to operational planning

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