Senior Manager (or Manager), Premium Services

Core Responsibilities

Diagnosing and resolving performance issues: Identifying, troubleshooting, and fixing performance-related bottlenecks
Advising on design and architecture: Providing technical guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty requirements
Serving as a customer advocate: Advising on upcoming roadmap features and articulating strong business cases to drive the swift resolution of critical issues
Engaging in global collaboration: Partnering with regional peer teams and sharing account context to anticipate client needs before an event, ensuring a seamless and elevated level of global service
Fostering a culture of continuous learning: Growing technical skills through training participation, maintaining industry awareness, and developing specialized internal training to share subject matter expertise more broadly across the team
Enhancing case-deflection strategies: Increasing case-deflection numbers by regularly contributing to the knowledge base, distributing technical insights to peers, and sharing knowledge with the broader MongoDB community
Building strong account relationships: Working with specific key accounts to build rapport, establish deep partnerships, and gain an in-depth understanding of unique customer architectures and environments while actively encouraging the expansion of MongoDB usage

Requirements

• 8+ years managing technical support or customer-facing engineering teams, with demonstrated success scaling operations, implementing process improvements, and elevating team performance
• Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
• Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
• Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues
• Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
• Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
• Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
• Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
• Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans

Candidate Profile

• Experience managing technical support or customer-facing engineering teams
• Success scaling operations, implementing process improvements, and elevating team performance
• Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams
• History of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership
• Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands-on experience diagnosing complex production issues
• Project leadership experience: successfully led cross-functional technical initiatives requiring coordination across engineering, product, and support organizations
• Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI-driven applications
• Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives
• Strong diagnostic and troubleshooting skills with ability to lead-by-example during critical escalations
• Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans

About MongoDB

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.

Compensation

MongoDB’s base salary range for this role is $140,000—$275,000 USD. 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.