Senior Manager (or Manager), Premium Services

ABOUT THE ROLE The Senior Manager, Premium Services will oversee regional teams of MongoDB Premium Services Support Engineers, providing technical guidance and leadership to ensure exceptional customer satisfaction. This role requires a visionary leader who can diagnose and resolve complex performance issues, advise on design and architecture, and serve as a customer advocate. WHAT YOU'LL DO - Diagnose and resolve performance issues related to MongoDB core database functionality and cloud environments - Advise on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty requirements - Serve as a customer advocate, advising on upcoming roadmap features and articulating strong business cases to drive swift resolution of critical issues - Collaborate with regional peer teams and share account context to anticipate client needs before an event - Foster a culture of continuous learning, growing technical skills through training participation, maintaining industry awareness, and developing specialized internal training - Enhance case-deflection strategies by contributing to the knowledge base, distributing technical insights to peers, and sharing knowledge with the broader MongoDB community - Build strong account relationships by working with key accounts to build rapport, establish deep partnerships, and gain an in-depth understanding of unique customer architectures and environments WHAT YOU'LL NEED - 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, including metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams - Strong people development philosophy, with a history of coaching technical talent from individual contributors to senior engineers - Deep technical foundation across multiple database technologies, including relational, NoSQL, and distributed systems, with hands-on experience diagnosing complex production issues - Project leadership experience, including successfully leading cross-functional technical initiatives requiring coordination across engineering, product, and support organizations - Exposure to AI/ML technologies, including understanding of how modern AI systems interact with data platforms - Ability to balance technical depth with strategic thinking, and to communicate effectively with diverse audiences WHY REMOTE MongoDB Technical Services operates with a global footprint, maintaining a presence in key cities worldwide. As a remote employee, you will be part of a global team that prioritizes collaboration and communication to deliver exceptional customer satisfaction. BENEFITS - Competitive salary - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule - Opportunities for professional growth and development