Manager, Technical Services

Experience supporting or enabling ISVs, OEMs, or other technical partner ecosystems

Familiarity with MongoDB, Atlas, cloud platforms, or related infrastructure tooling

Experience with knowledge management, case deflection, and support enablement programs

Experience building processes for globally distributed or follow-the-sun support organizations

Experience presenting trends, risks, and operational recommendations to senior stakeholders

Within 30 days

Build rapport with the team and understand current partner support workflows, escalation paths, and operating rhythms

Complete onboarding and develop a working understanding of MongoDB’s products, support model, and internal stakeholder landscape

Learn the current case profile, key partner motions, and major operational pain points

Within 60 days

Begin leading team operations with confidence, including case oversight, escalation coordination, and regular 1:1s

Establish strong working relationships with leaders and peers in Technical Services, Product, Engineering, Customer Success, and Partner teams

Identify near-term opportunities to improve partner case handling, communication quality, and escalation efficiency

Within 90 days

Own critical partner escalations end-to-end with strong internal coordination and executive-ready communication

Deliver a clear operational improvement plan for the Partner Support team covering process, tooling, knowledge management, or team development

Demonstrate a clear point of view on capacity, team structure, and the most important investments needed to scale the function

Beyond 90 days

Improve partner-facing support outcomes through better escalation management, stronger team coaching, and clearer operating mechanisms

Build scalable processes that improve consistency, responsiveness, and quality across the Partner Support experience

Develop the team’s technical depth and leadership bench while strengthening the role of Partner Support within the broader Technical Services organization

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 2273490298

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.