# Manager, Technical Services

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Sydney, Australia, Melbourne, Australia
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** Mongodb Atlas, Technical Support, Customer Escalation Management, Troubleshooting, Amazon Web Services, SaaS, Iaas, Paas, NoSQL, Distributed Systems, Data Replication, High Availability, Tableau, Kpi Dashboards
**Posted:** 2026-08-12

> Leads a team of cloud support engineers responsible for diagnosing complex MongoDB Atlas issues, advising customers on architecture, and managing escalations. The role requires technical support leadership, people-management experience, and strong customer advocacy in a cloud or database environment.

## Job Description

## Responsibilities

- Diagnose and resolve performance-related issues.
- Advise on design and architecture, including global data distribution and replication, to support high availability, low latency, and data sovereignty requirements.
- Advise on upcoming roadmap features and advocate for customers by articulating business cases to drive issue resolution.
- Collaborate globally with peer teams to provide seamless regional handovers for follow-the-sun issues.
- Continuously develop technical skills through training, industry awareness, and sharing subject-matter expertise.
- Increase case deflection by contributing to the knowledge base and distributing knowledge to peers and the MongoDB community.
- Work with named accounts to build rapport, understand customer architectures and environments, and encourage expansion of use.
- Lead and manage a team of MongoDB Cloud Support Engineers.
- Coordinate high-profile customer escalations and collaborate with internal engineering and sales teams.
- Participate in hiring decisions, performance management, goal setting, and team growth planning.
- Develop team roadmaps and drive improvements in process or tooling efficiency.
- Keep leadership informed about critical issues and escalation-related developments.

## Requirements

- At least three years of practical experience running a technical support team or organization.
- Proven people-management skills and a record of developing individuals with a focus on customer experience and technical excellence.
- Strong diagnostic and troubleshooting skills.
- Ability to remain calm under pressure and solve problems in real time.
- Ability to understand customer business drivers and use cases.
- Customer advocacy and escalation-management skills.
- Ability to communicate effectively with audiences ranging from highly technical stakeholders to executives.

## Nice-to-haves

- Knowledge of Amazon Web Services or other major cloud providers.
- Experience with cloud-native SaaS; IaaS or PaaS experience is desirable.
- Database experience, especially NoSQL or distributed systems.
- Experience developing KPIs in management dashboards and scorecards using analytical tools such as Tableau.

## Compensation and benefits

- Supportive and enriching workplace culture.
- Employee affinity groups.
- Fertility assistance.
- Generous parental leave policy.
- Disability accommodations throughout the application and interview process.

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