Manager, Technical Services
$133,000–$261,000 year
HybridAustin, Texas, United States
Job Summary
Lead and develop a high-performing team by managing daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy. Oversee partner support and escalations by driving 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 by identifying gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction. Collaborate with global leadership to ensure consistent, follow-the-sun service delivery and represent team interests in cross-functional forums. Drive product feedback loops by capturing actionable trends to influence Product and Engineering roadmaps. Based in Austin, TX for a hybrid model, this role requires 5+ years in technical support or services and 2+ years leading teams. MongoDB empowers customers to innovate at the speed of the market with its globally distributed data platform.
Required Qualifications
- 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
- Based in Austin, TX for our hybrid working model
Desired Qualifications
- 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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