Tech Services Partner Support Lead

MongoDB; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

MongoDB's Technical Services Partner Support team seeks a Manager to lead a skilled group of partner-facing engineers, coordinating escalations and customer outcomes. Based in Austin, TX, this hybrid role emphasizes coaching, operational rigor, and scalable support practices across Engineering, Product, and Customer Success to ensure successful partner environments.

You will drive continuous improvement, mentor talent, and advocate for customers while partnering with global teams to deliver

Qualifications

• 5+ years in technical support or services for enterprise software, SaaS, or cloud infra.
• 2+ years leading technical, customer-facing teams (or equivalent leadership).
• Strong operational instincts with case management, escalation, and workflow design.
• Ability to coach and develop technical talent in a high-accountability environment.
• Excellent communication skills adaptable to practitioners, partners, and executives.
• Experience collaborating cross-functionally with Engineering, Product, Support, and Customer Success.
• Solid technical foundation in database administration, distributed systems, cloud infra, networking, or performance troubleshooting.
• Experience using metrics to improve service quality and guide decisions.

Responsibilities

• Lead and develop a high-performing team: manage daily operations, staffing, mentoring, and performance with a culture of technical rigor and empathy.
• Oversee partner support and escalations: drive triage and resolution for complex partner issues across Engineering, Product, and Customer Success.
• Optimize processes and scale operations: identify gaps, refine workflows, and improve resolution quality and partner satisfaction.
• Collaborate and advocate: work with global leadership to ensure follow-the-sun service delivery across forums.
• Drive product feedback loops: capture trends to influence Product and Engineering roadmaps.

Skills

Team leadership

Customer-facing engineering

Case management

Escalation management

Cross-functional collaboration

Excellent communication

Cloud infrastructure

Distributed systems

Networking

Performance troubleshooting

Job description

MongoDB's Technical Services Partner Support team seeks a Manager to lead a skilled group of partner-facing engineers, coordinating escalations and customer outcomes. Based in Austin, TX, this hybrid role emphasizes coaching, operational rigor, and scalable support practices across Engineering, Product, and Customer Success to ensure successful partner environments.

You will drive continuous improvement, mentor talent, and advocate for customers while partnering with global teams to deliver