Technical Services Manager – Atlas & Cloud Platform

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

Job summary

Talanto is seeking a transformational leader to head a regional team of Support Engineers in Palo Alto. The role focuses on overseeing a NoSQL/database-centric Atlas cloud platform, mentoring staff, and driving top-tier customer outcomes.

You will manage escalation handling, stakeholder communication, and KPI-driven improvements, while engaging with global teams to ensure high availability and rapid resolution of critical issues.

Qualifications

• 5+ years leading a technical support team or org.
• Strong people management with focus on customer experience and technical excellence.
• Calm under pressure with real-time problem solving.
• Lead-by-example with diagnostic and troubleshooting skills.
• Experience setting clear expectations and guiding career development.
• Ability to understand customer business drivers and use cases.
• Customer advocate who mitigates and drives issues.
• Experience with hiring decisions and performance management.
• Clear, audience-appropriate communication to technical and exec levels.

Responsibilities

• Becoming well-versed in core Atlas platform and related products.
• Resolve issues with a mix of technical rigor and customer empathy under pressure.
• Advise on design/architecture for global distribution and data replication.
• Educate customers on roadmap features and articulate business value.
• Collaborate with peer teams for seamless regional handovers of follow-the-sun issues.
• Contribute to training and knowledge sharing to lift the entire team.
• Increase knowledge-base usage and self-service through documentation.

Skills

People management

Escalations coordination

Customer experience

Troubleshooting under pressure

Hiring decisions

Communication

NoSQL / distributed systems

SaaS / cloud

AI/ML familiarity

Observability tools

Tools

Tableau

Job description

Talanto is seeking a transformational leader to head a regional team of Support Engineers in Palo Alto. The role focuses on overseeing a NoSQL/database-centric Atlas cloud platform, mentoring staff, and driving top-tier customer outcomes.

You will manage escalation handling, stakeholder communication, and KPI-driven improvements, while engaging with global teams to ensure high availability and rapid resolution of critical issues.