Manager, Technical Services

About this role

The Technical Services Partner Support team works closely with MongoDB partners to help ensure our mutual customer environments are healthy, stable, and successful on the MongoDB data platform. This team serves as a critical extension of Technical Services, helping partners navigate complex technical issues, accelerate resolution paths, and deliver a consistently strong support experience.

We are looking for a Manager, Technical Services Partner Support to lead a team of highly skilled technical services engineers responsible for managing partner-facing technical cases and escalations. This leader will coach and grow the team, ensure excellent operational execution, and strengthen collaboration across Technical Services, Support Delivery, Product, Engineering, Customer Success, and Partner teams.

This role is ideal for a people leader who is passionate about customer outcomes, calm execution during escalations, and building scalable support practices for a fast-growing partner ecosystem. Sufficient experience leading technical teams and functions will be considered in lieu of prior people management experience.

We are looking to speak to candidates who are based in Austin, TX for our hybrid working model.

Responsibilities

• Lead and develop a high-performing team: Manage daily operations, staffing, hiring, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy

• Oversee partner support and escalations: Drive 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: Drive continuous improvement by identifying process gaps, refining workflows, and leveraging metrics to enhance resolution quality and partner satisfaction

• Collaborate and advocate: Partner with global leadership to ensure consistent, follow-the-sun service delivery and represent the team’s interests in cross-functional forums

• Drive product feedback loops: Ensure the team captures actionable trends and insights to influence Product and Engineering roadmaps

What you’ll bring

• 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

Nice to have

• 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

Success in the role

Within 30 days

• Build rapport with the team and understand current partner support workflows, escalation paths, and operating rhythms

• Complete onboarding and develop a working understanding of MongoDB’s products, support model, and internal stakeholder landscape

• Learn the current case profile, key partner motions, and major operational pain points

Within 60 days

• Begin leading team operations with confidence, including case oversight, escalation coordination, and regular 1:1s

• Establish strong working relationships with leaders and peers in Technical Services, Product, Engineering, Customer Success, and Partner teams

• Identify near-term opportunities to improve partner case handling, communication quality, and escalation efficiency

Within 90 days

• Own critical partner escalations end-to-end with strong internal coordination and executive-ready communication

• Deliver a clear operational improvement plan for the Partner Support team covering process, tooling, knowledge management, or team development

• Demonstrate a clear point of view on capacity, team structure, and the most important investments needed to scale the function

Beyond 90 days

• Improve partner-facing support outcomes through better escalation management, stronger team coaching, and clearer operating mechanisms

• Build scalable processes that improve consistency, responsiveness, and quality across the Partner Support experience

• Develop the team’s technical depth and leadership bench while strengthening the role of Partner Support within the broader Technical Services organization

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, M

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