Manager, Premium Support Services

Technical Services operates with a global footprint, maintaining a presence in key cities such as New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Our commitment to exceptional customer satisfaction is underpinned by a 24x7x365 'follow-the-sun' support strategy, executed by dedicated regional teams across the Americas, EMEA, and APAC.

We are seeking a visionary leader to join the MongoDB Technical Services organization to oversee regional teams of MongoDB Premium Services Support Engineers. These specialists possess deep expertise in resolving challenges related to core database functionality and troubleshooting complex cloud environments to facilitate high-scale customer success.

For this hybrid role, we are specifically interested in meeting candidates located in Palo Alto, CA or San Francisco, CA.

Core Responsibilities of the Team

• Diagnosing and resolving performance issues: Identifying, troubleshooting, and fixing performance-related bottlenecks

• Advising on design and architecture: Providing technical guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty requirements

• Serving as a customer advocate: Advising on upcoming roadmap features and articulating strong business cases to drive the swift resolution of critical issues

• Engaging in global collaboration: Partnering with regional peer teams and sharing account context to anticipate client needs before an event, ensuring a seamless and elevated level of global service

• Fostering a culture of continuous learning: Growing technical skills through training participation, maintaining industry awareness, and developing specialized internal training to share subject matter expertise more broadly across the team

• Enhancing case-deflection strategies

Department: Technical Support Premium Services