Manager, Technical Services
MongoDB · Posted Sep 29
Modern database platform, cloud database-as-a-service, vector search, and developer data services
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About the role
MongoDB Technical Services partners with customers to help them successfully run MongoDB in production, providing 24x7x365 support through a globally distributed follow-the-sun model. The team supports MongoDB's database, cloud, and emerging application-platform capabilities, including distributed applications, APIs, cloud infrastructure, observability, and AI-enabled application workflows. This role leads and grows a team of Technical Services Engineers in Gurugram, owning regional service delivery, escalations, and cross-functional partnership with Engineering, Product, and go-to-market teams.
What you will do
- Lead, coach, and develop a team of Technical Services Engineers, including regular 1:1s, clear goals, performance feedback, career development, and succession planning
- Build an inclusive, accountable, and customer-focused team culture where engineers can do their best work
- Own regional service delivery for your team, balancing customer experience, case health, quality, operational discipline, and team sustainability
- Lead and coordinate high-impact customer escalations, ensuring timely communication, sound technical judgment, clear ownership, and effective follow-through
- Partner with Engineering, Product, Security, Customer Success, Sales, and other Technical Services teams to resolve complex issues and bring customer feedback into product and process improvements
- Work with global peers to maintain consistent follow-the-sun processes, effective handoffs, and high-quality support across regions
- Help scale support for modern application workloads involving APIs, cloud services, distributed systems, containers, observability, data services, and AI-enabled application workflows, including agent orchestration, model and tool integrations, MCP, retrieval, memory, and production reliability considerations
- Establish and improve team operating mechanisms, including incident management, case reviews, root-cause analysis, knowledge management, quality practices, and capacity planning
- Identify recurring customer issues and drive improvements to self-service content, diagnostic tooling, runbooks, and support processes
- Participate in hiring and onboarding, and build a strong local talent pipeline
- Use operational metrics and customer feedback to identify trends, communicate performance, and prioritize improvements
- Contribute to regional and global Technical Services initiatives that improve the customer experience, operational efficiency, and technical capability of the organization
Skills used in this role
What the employer is looking for
- 3+ years of experience leading a technical support, customer engineering, site reliability, operations, or similar customer-facing technical team
- Demonstrated success developing people, managing performance, hiring strong talent, and building inclusive, high-performing teams
- Experience coordinating complex or high-severity customer escalations and working effectively with Engineering and Product organizations
- Strong technical foundation in troubleshooting production systems, with the ability to guide structured investigations across application, infrastructure, network, identity, and data layers
- Experience with one or more of cloud platforms, distributed systems, databases, containerized workloads, APIs, observability, or enterprise software
- Foundational knowledge of AI-enabled applications and agentic workflows, with the ability to assess technical judgment in areas such as agents, model-provider integrations, tool calling, Model Context Protocol (MCP), retrieval and memory, orchestration, guardrails, and human-in-the-loop workflows
- Strong customer advocacy and sound judgment under pressure, with the ability to set expectations and drive issues to resolution
- Excellent written and verbal communication skills, with the ability to adapt communication for technical, business, and executive audiences
- Experience translating organizational objectives into clear team priorities, measurable outcomes, and individual goals
- A collaborative, pragmatic leadership style and the ability to operate effectively across global, cross-functional teams
Preferred qualifications
- Experience supporting MongoDB, MongoDB Atlas, or another database or distributed data platform
- Experience with cloud-native technologies, such as AWS, Azure, or GCP; Docker; Kubernetes; networking; identity and access management; or CI/CD systems
- Familiarity with logs, metrics, traces, alerting, incident response, and root-cause analysis
- Experience supporting developer platforms, platform services, or AI-enabled applications
- Experience using operational metrics, dashboards, or scorecards to improve support performance and customer outcomes
Benefits and support
- employee affinity groups
- fertility assistance
- generous parental leave policy
About MongoDB
MongoDB is a modern, general-purpose database platform designed to unleash the power of software and data for developers and enterprises globally. Its flagship cloud database service, MongoDB Atlas, supports flexible document models, vector search, and transactional capabilities built for modern cloud and AI-driven workloads.
- Industry
- Database Software
- Company size
- 5741 employees
- Founded
- 2007
- Location
- New York, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $311M raised
- 2015-01-01Series F$80M
Leadership
President and Chief Executive Officer
Chief Financial Officer
Chief Technology Officer
Chief Customer Officer
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