Global Technical Services Lead – Premium Support

MongoDB; Palo Alto (CA); Hybrid; USD 140,000 - 275,000; Full time

Benefits offered by this job

Equity

Flexible paid time off

20 weeks fully-paid gender-neutral parental leave

Health benefits offerings

Job summary

MongoDB is seeking a visionary leader for their Technical Services organization. This hybrid role in Palo Alto involves managing Premium Services Support Engineers and enhancing customer success through exceptional technical support.

The ideal candidate will have extensive experience in technical support management, operational excellence, and developing strong partnerships with key accounts. The salary range for this role in the U.S. is $140,000—$275,000 USD.

Qualifications

• 8+ years managing technical support or customer-facing engineering teams.
• Proven track record in operational excellence and process improvements.
• Deep technical foundation across multiple database technologies.

Responsibilities

• Diagnosing and resolving performance issues for clients.
• Advising on design and architecture for low latency solutions.
• Serving as a customer advocate for critical issues.

Skills

Technical support management

Operational excellence

People development

Database technologies

Project leadership

AI/ML understanding

Communication skills

KPI development

Education

8+ years of experience in technical support

Tools

Database Management Systems

Automation tools

Analytics tools (e.g., Tableau)

Job description

MongoDB is seeking a visionary leader for their Technical Services organization. This hybrid role in Palo Alto involves managing Premium Services Support Engineers and enhancing customer success through exceptional technical support.

The ideal candidate will have extensive experience in technical support management, operational excellence, and developing strong partnerships with key accounts. The salary range for this role in the U.S. is $140,000—$275,000 USD.