Senior Product Manager, AI-Driven Tech Support Platforms

The Briefed

Austin (TX)

Hybrid

USD 126,000 - 248,000

Full time

3 days ago

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Benefits offered by this job

Equity grants

ESPP participation

20 weeks parental leave

401(k) match

Wellness reimbursements

Job summary

MongoDB is seeking a Senior Product Manager for Technical Services to own the strategy, vision, and execution roadmap for internal platforms and developer tools used by customer-facing technical teams.

You will modernize support platforms by integrating agentic AI capabilities, enhancing Customer Health Applications, and building seamless integrations across Salesforce Service Cloud, internal tools, and telemetry platforms.

Qualifications

8+ years of progressive Product Management experience building enterprise SaaS or cloud platform products.
Demonstrated track record modernizing support platforms, developer tooling, knowledge-sharing systems, workforce planning, and workflow automation.
Deep expertise in case management, omni-channel routing, prioritization, and AI-driven proactive customer engagement workflows.
Extensive hands-on knowledge of Salesforce Sales Cloud and Service Cloud integrations with external developer portals, analytics engines, and internal APIs.
Practical experience building and deploying AI agents, automated workflow applications, or LLM-assisted developer tooling.
Proficiency working with telemetry pipelines, product analytics, and customer health scoring to guide product investments.
Bachelor's degree in Computer Science, Software Engineering, or related field (or equivalent practical experience).

Responsibilities

Define, align, and execute the multi-year product roadmap for Technical Support and Post-Sales engineering platforms.
Lead initiatives to integrate autonomous agentic AI capabilities, knowledge-sharing platforms, workforce planning tools, and intelligent workflow automation.
Architect end-to-end user journeys and integration patterns spanning Salesforce Sales Cloud, Service Cloud, external customer support portals, and analytics engines.
Build custom internal applications that leverage customer health data, usage metrics, and proactive AI signals to mitigate risks.
Translate business requirements into comprehensive PRDs, manage user stories, prioritize backlogs, and collaborate with engineering teams in an Agile environment.
Partner with enablement and communications teams to drive global adoption of new tools across Technical Support, Professional Services, and Customer Success organizations.