Equity-Eligible Regional Tech Services Manager

MongoDB; San Francisco (CA); Hybrid; USD 133,000 - 261,000; Full time

Benefits offered by this job

Equity

Employee stock purchase program

Flexible PTO

Parental leave (20 weeks)

Fertility and adoption assistance

401(k) plan

Mental health counseling

Transgender-inclusive health insurance

Health benefits

Job summary

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services. The role focuses on driving excellence in customer outcomes, escalating complex issues, and collaborating with engineering and sales to ensure successful deployments of MongoDB’s core database and Atlas platform.

The ideal candidate has deep leadership experience in high-volume technical support, strong diagnostic skills, and a proven ability to recruit, mentor, and scale a team.

Qualifications

• Minimum 5 years leading a technical support team or org.
• Experience coordinating high-profile customer escalations.
• Strong people management with focus on customer experience and technical excellence.
• Calm under pressure with real-time problem-solving ability.
• Ability to guide career development and manage daily interrupts.

Responsibilities

• Lead regional MongoDB Support Engineers to address core database and Atlas platform issues.
• Mentor team to deliver exceptional customer outcomes.
• Collaborate with engineering, sales, and other internal teams.
• Engage in hiring, performance reviews, and staffing decisions.
• Communicate effectively from technical to executive audiences.

Skills

People management

Escalation management

Customer focus

Problem solving

Communication skills

Hiring decisions

Executive communication

Job description

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services. The role focuses on driving excellence in customer outcomes, escalating complex issues, and collaborating with engineering and sales to ensure successful deployments of MongoDB’s core database and Atlas platform.

The ideal candidate has deep leadership experience in high-volume technical support, strong diagnostic skills, and a proven ability to recruit, mentor, and scale a team.