Senior Product Manager - Technical Support & AI Agents

The Briefed; Austin (TX); Hybrid; USD 126,000 - 248,000; Full time

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.

Skills

Product Management

Technical Support Operations

Enterprise SaaS

Cloud Platform

Agile Methodologies

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Job description

MongoDB is the unified data platform built for the AI era, enabling builders to create, transform, and disrupt industries with software. Over 67,000 customers-Including 75% of the Fortune 100-rely on MongoDB Atlas across AWS, Google Cloud, and Microsoft Azure.

The CIO Post-Sales Organization builds and operates the technology platforms that enable MongoDB's customer lifecycle, spanning Revenue Operations, Technical Support, Customer Success, and Professional Services.

As Senior Product Manager for Technical Services, you will own the product strategy, vision, and execution roadmap for the internal platforms and developer tools used by customer-facing technical support engineers, solution architects, and professional services teams. In this role, you will modernize support platforms by integrating agentic AI capabilities (minimizing manual tasks), enhancing Customer Health Applications, and building seamless integrations across Salesforce Service Cloud, internal developer tools, and telemetry analytics platforms.

Key Responsibilities

• Product Vision & Technical Roadmap: Define, align, and execute the multi-year product roadmap for Technical Support and Post-Sales engineering platforms, balancing short-term operational improvements with scalable enterprise architecture.
• Agentic AI & Workflow Automation: Lead initiatives to integrate autonomous agentic AI capabilities, knowledge-sharing platforms, workforce planning tools, and intelligent workflow automation into daily support engineer routines.
• Support Ecosystem Integration: Architect end-to-end user journeys and integration patterns spanning Salesforce Sales & Service Cloud, external customer support portals, developer debugging tools, and telemetry analytics.
• Customer Health & Telemetry Platforms: Build custom internal applications that leverage customer health data, usage metrics, and proactive AI signals to mitigate risks before customers experience downtime.
• Agile Backlog & Delivery: Translate business requirements into comprehensive PRDs, manage user stories, prioritize backlogs, and collaborate with engineering teams in an Agile environment.
• Change Management & Adoption: Partner with enablement and communications teams to drive global adoption of new tools across Technical Support, Professional Services, and Customer Success organizations.

Requirements

Product Management & Technical Support Operations Depth

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

Preferred Qualifications

• Experience designing post-sales touchpoints across Professional Services, Technical Support, and Solutions Architecture teams.
• Knowledge of ITIL framework, incident/problem management SLAs, and enterprise governance standards.
• Background in software development or systems architecture prior to transitioning into enterprise product management.

Total Rewards & Benefits

• Compensation & Equity: Base salary range of $126,000 - $248,000 USD + equity packages + Employee Stock Purchase Program (ESPP) participation.
• Healthcare & Family Support: 20 weeks of fully paid gender-neutral parental leave, fertility & adoption assistance, and transgender-inclusive health insurance coverage.
• Retirement & Wellness: 401(k) retirement plan with match, flexible paid time off (PTO), mental health counseling, and wellness reimbursements.