Senior Manager, Premium Services
$140,000–$275,000 year
Hybrid · Palo Alto, California, United States
Job Summary
Senior Manager, Premium Services leads regional MongoDB Technical Services teams of core and cloud Support Engineers, guiding performance optimization, architecture advice (global distribution and replication for low latency and data sovereignty), customer advocacy on roadmap features, and cross-region handovers of follow-the-sun cases. The role emphasizes continuous learning, knowledge-base contributions, and building strong client relationships to expand MongoDB usage; candidates should have a track record of scaling technical support organizations, cross-functional leadership across engineering/product/support, and a deep foundation in database technologies, distributed systems, and AI-enabled applications.
Required Qualifications
- 8+ years managing technical support or customer-facing engineering teams
- Experience leading regional teams of technical support or customer-centric engineering
- Strong technical foundation across multiple database technologies (relational, NoSQL, distributed systems)
- Project leadership experience
- Exposure to AI/ML technologies
- Ability to balance technical depth with strategic thinking
- Experience building and refining KPIs and data-driven decisions
- Strong diagnostic and troubleshooting skills
- People management lifecycle experience (hiring, performance management, succession planning)
- Ability to communicate with executives and diverse audiences
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