Regional Lead, Technical Services Engineering

Neura Market; Palo Alto, Northern (CA, KY); Hybrid; USD 133,000 - 261,000; Full time

Job summary

MongoDB seeks a transformational leader to head a regional team of Support Engineers in Palo Alto. The role focuses on coordinating high-profile escalations, mentoring staff, and aligning engineering, sales, and customer success to deliver exceptional support across global regions.

The successful candidate will lead by example, manage performance, and communicate effectively with technical and executive audiences, shaping a world-class follow-the-sun support organization.

Qualifications

• Five+ years managing a technical support team, incl. handling high-profile escalations
• Strong people management with focus 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 manage daily interrupts
• Understand customer business drivers and use cases
• Customer advocate who mitigates and drives issues
• Involvement in hiring decisions and performance management, translating goals down
• Able to tailor communication for audiences from technical to executive

Responsibilities

• Become well-versed in MongoDB and Atlas platform
• Balance technical rigor with customer empathy under pressure
• Advise on design and global distribution architectures
• Educate on roadmap features and advocate for customer business cases
• Collaborate with peer teams for seamless regional handovers
• Continuously learn and share expertise across the team
• Contribute to knowledge base to increase case deflection
• Engage with named accounts to understand customer environments and expand usage

Skills

People management

Escalation management

Technical leadership

Hiring decisions

Executive communication

Troubleshooting

Customer advocacy

Cross-functional collaboration

Stakeholder management

Problem solving under pressure

Mentoring & coaching

Tools

Tableau

Job description

MongoDB seeks a transformational leader to head a regional team of Support Engineers in Palo Alto. The role focuses on coordinating high-profile escalations, mentoring staff, and aligning engineering, sales, and customer success to deliver exceptional support across global regions.

The successful candidate will lead by example, manage performance, and communicate effectively with technical and executive audiences, shaping a world-class follow-the-sun support organization.