Regional Technical Services Manager - Cloud Database Support

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

Job summary

MongoDB in Palo Alto is seeking a transformational leader to head a regional Technical Services team of Support Engineers, focusing on core MongoDB and Atlas platform with a 24x7 follow-the-sun model. You will recruit, mentor, and drive performance, manage escalations, align with sales and engineering, and shape the roadmap for regional customer success.

This role requires office presence 3+ days a week and deep experience in managing high-profile customer issues, while fostering growth and

Qualifications

• Minimum of five years running a technical support team or org.
• Strong people management with focus on customer experience and technical excellence
• Ability to think on your feet and solve real-time problems
• Lead-by-example with strong diagnostic and troubleshooting skills
• Set clear expectations and guide career development while managing interruptions
• Understand customer business drivers and use cases

Responsibilities

• Becoming well-versed in core aspects of MongoDB and Atlas platform
• Combine technical rigor with customer empathy under pressure to resolve issues
• Advise on design and architecture including global distribution and replication
• Educate on roadmap features and advocate for the customer in business cases
• Collaborate with peer teams for seamless regional handovers of follow-the-sun issues
• Continuously learn and share subject matter expertise across the team
• Increase knowledge-base contributions to reduce repeat issues
• Work on named accounts to build rapport and understand customer environments

Skills

People management

Escalation management

Technical leadership

Diagnostic skills

Problem solving

Customer advocacy

Tools

Tableau

Observability tools

Job description

MongoDB in Palo Alto is seeking a transformational leader to head a regional Technical Services team of Support Engineers, focusing on core MongoDB and Atlas platform with a 24x7 follow-the-sun model. You will recruit, mentor, and drive performance, manage escalations, align with sales and engineering, and shape the roadmap for regional customer success.

This role requires office presence 3+ days a week and deep experience in managing high-profile customer issues, while fostering growth and