Regional Head of Technical Services Engineering

MongoDB; Palo Alto (CA); On-site; USD 133,000 - 261,000; Full time

Benefits offered by this job

Equity

401(k) plan

Flexible paid time off

Parental leave (20 weeks)

Fertility & adoption assistance

Mental health counseling

Job summary

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services. This role is based in Palo Alto and requires working in the office three or more days a week.

You will guide complex customer escalations, mentor engineers, and partner with sales and engineering to ensure success at scale. The ideal candidate has 5+ years leading technical support teams, exceptional people management, and a calm, data-driven approach to problem solving.

Qualifications

• 5+ years leading a technical support team or organization with experience handling high-profile escalations.
• Strong people management skills focused on customer experience and technical excellence.
• Ability to stay calm under pressure and solve problems in real time.
• Lead-by-example with diagnostic and troubleshooting skills.
• Set clear expectations for skill development and daily operational needs.

Responsibilities

• Becoming well-versed in MongoDB and Atlas platforms.
• Balance technical rigor with customer empathy under pressure to resolve issues.
• Advise on design and architecture including global data distribution and replication for high availability.
• Educate on roadmap features and advocate for customer needs to drive resolution.
• Collaborate with peer teams for seamless regional handovers of follow-the-sun issues.
• Grow skills through training and knowledge sharing within the team.
• Increase case-deflection by contributing to knowledge bases and peer education.
• Engage with named accounts to understand architecture and encourage expansion.

Skills

Leadership

People management

Escalation management

Diagnostic skills

Communication

Customer advocacy

Recruitment involvement

Problem solving

Job description

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services. This role is based in Palo Alto and requires working in the office three or more days a week.

You will guide complex customer escalations, mentor engineers, and partner with sales and engineering to ensure success at scale. The ideal candidate has 5+ years leading technical support teams, exceptional people management, and a calm, data-driven approach to problem solving.