Partner Technical Services Lead – Escalations & Ops

AlleyCorp; Austin (TX); Hybrid; USD 133,000 - 261,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

MongoDB is seeking a Manager, Technical Services Partner Support based in Austin, TX, to lead a team of seasoned engineers handling partner-facing cases and escalations. The role focuses on coaching, operational excellence, and scalable support for a fast-growing partner ecosystem.

This leadership position emphasizes calm execution during escalations, customer outcomes, and collaboration across Engineering, Product, and Customer Success to strengthen the Partner Support function.

Qualifications

• 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 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.

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.

Skills

Technical leadership

People management

Escalation management

Cross-functional collaboration

Technical coaching

Customer advocacy

Communication skills

Job description

MongoDB is seeking a Manager, Technical Services Partner Support based in Austin, TX, to lead a team of seasoned engineers handling partner-facing cases and escalations. The role focuses on coaching, operational excellence, and scalable support for a fast-growing partner ecosystem.

This leadership position emphasizes calm execution during escalations, customer outcomes, and collaboration across Engineering, Product, and Customer Success to strengthen the Partner Support function.