Manager, Technical Services

Role overview

Manager, Technical Services at MongoDB

<p>We are looking to speak to candidates who are based in Gurugram for our hybrid working model.</p>

<h3>The role</h3>

<h3>Success in the role</h3>

Responsibilities

• You will create the conditions for excellent customer outcomes, develop technical and people leadership capability within the team, and help scale the support model for evolving customer workloads.</p>
• You will help establish durable operating practices for a fast-growing area while ensuring seamless collaboration with the wider global Technical Services organization.</p>

Employment details

• Location: Gurugram

Application details

• This leader will manage engineers supporting customers across MongoDB’s database, cloud, and emerging application-platform capabilities.
• <li>Help scale support for modern application workloads involving APIs, cloud services, distributed systems, containers, observability, data services, and AI-enabled application workflows, including agent orchestration, model and tool integrations, MCP, retrieval, memory, and production reliability considerations</li>

About the employer

• <p>At MongoDB, we are transforming industries and empowering developers to build amazing applications that people use every day.
• <p>MongoDB Technical Services partners with customers to help them successfully run MongoDB in production.
• <li>Experience supporting MongoDB, MongoDB Atlas, or another database or distributed data platform</li>
• <li>Complete MongoDB onboarding and build rapport with the team and key partners</li>
• 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.</p>
• <p>Our compass at MongoDB is our <a href="https://www.mongodb.com/company">Leadership Commitment,</a> guiding how and why we make decisions, show up for each other, and win.
• It’s what makes us MongoDB. </p>

Benefits

• <p>To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. <a href="https://www.mongodb.com/company/blog/culture/employee-benefits-that-make-a-difference-at-mongodb">From employee affinity groups, to fertility assistance and a generous parental leave policy</a>, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.<a href="https://www.mongodb.com/blog/channel/culture"> Learn more about what it’s like to work at MongoDB</a>, and help us make an impact on the world!</p>

Additional role details

• We are a leading developer data platform, helping organizations build, scale, and operate modern applications.</p>
• Our globally distributed organization provides 24x7x365 support through a follow-the-sun model, combining deep technical expertise with a strong commitment to customer outcomes.</p>
• <p>We are looking for a Manager, Technical Services to lead and grow a team in Gurugram.
• The role is well suited to a people leader who can build a high-performing, inclusive team; lead complex customer situations; and partner effectively with Engineering, Product, and go-to-market teams.</p>
• <p>As a Manager, Technical Services, you will lead a team of highly skilled support engineers.
• <p>Your team will support a broad range of technologies, including MongoDB database and cloud services, distributed applications, APIs, cloud infrastructure, observability, and modern AI-enabled application workflows.
• <h3>What you’ll do</h3>
• <ul>
• <li>Lead, coach, and develop a team of Technical Services Engineers, including regular 1:1s, clear goals, performance feedback, career development, and succession planning</li>
• <li>Build an inclusive, accountable, and customer-focused team culture where engineers can do their best work</li>
• <li>Own regional service delivery for your team, balancing customer experience, case health, quality, operational discipline, and team sustainability</li>
• <li>Lead and coordinate high-impact customer escalations, ensuring timely communication, sound technical judgment, clear ownership, and effective follow-through</li>
• <li>Partner with Engineering, Product, Security, Customer Success, Sales, and other Technical Services teams to resolve complex issues and bring customer feedback into product and process improvements</li>
• <li>Work with global peers to maintain consistent follow-the-sun processes, effective handoffs, and high-quality support across regions</li>
• <li>Establish and improve team operating mechanisms, including incident management, case reviews, root-cause analysis, knowledge management, quality practices, and capacity planning</li>
• <li>Identify recurring customer issues and drive improvements to self-service content, diagnostic tooling, runbooks, and support processes</li>
• <li>Participate in hiring and onboarding, and build a strong local talent pipeline</li>
• <li>Use operational metrics and customer feedback to identify trends, communicate performance, and prioritize improvements</li>
• <li>Contribute to regional and global Technical Services initiatives that improve the customer experience, operational efficiency, and technical capability of the organization</li>
• </ul>
• <h3>What you’ll bring</h3>
• <p>Required</p>
• <li>3+ years of experience leading a technical support, customer engineering, site reliability, operations, or similar customer-facing technical team</li>
• <li>Demonstrated success developing people, managing performance, hiring strong talent, and building inclusive, high-performing teams</li>
• <li>Experience coordinating complex or high-severity customer escalations and working effectively with Engineering and Product organizations</li>
• <li>Strong technical foundation in troubleshooting production systems, with the ability to guide structured investigations across application, infrastructure, network, identity, and data layers</li>
• <li>Experience with one or more of cloud platforms, distributed systems, databases, containerized workloads, APIs, observability, or enterprise software</li>
• <li>Foundational knowledge of AI-enabled applications and agentic workflows, with the ability to assess technical judgment in areas such as agents, model-provider integrations, tool calling, Model Context Protocol (MCP), retrieval and memory, orchestration, guardrails, and human-in-the-loop workflows</li>
• <li>Strong customer advocacy and sound judgment under pressure, with the ability to set expectations and drive issues to resolution</li>
• <li>Excellent written and verbal communication skills, with the ability to adapt communication for technical, business, and executive audiences</li>
• <li>Experience translating organizational objectives into clear team priorities, measurable outcomes, and individual goals</li>
• <li>A collaborative, pragmatic leadership style and the ability to operate effectively across global, cross-functional teams</li>
• <p>Preferred</p>
• <li>Experience with cloud-native technologies, such as AWS, Azure, or GCP; Docker; Kubernetes; networking; identity and access management; or CI/CD systems</li>
• <li>Familiarity with logs, metrics, traces, alerting, incident response, and root-cause analysis</li>
• <li>Experience supporting developer platforms, platform services, or AI-enabled applications</li>
• <li>Experience using operational metrics, dashboards, or scorecards to improve support performance and customer outcomes</li>
• <p>Within 30 days</p>
• <li>Develop a working understanding of the Technical Services operating model, customer support processes, and product portfolio</li>
• <li>Establish a regular 1:1 cadence and begin assessing team strengths, development opportunities, and operational priorities</li>
• <p>Within 60 days</p>
• <li>Build productive relationships with peer managers and stakeholders in Engineering, Product, Customer Success, Sales, and Escalation Management</li>
• <li>Understand regional and global follow-the-sun workflows, escalation processes, and the team’s current performance measures</li>
• <li>Begin contributing to regional escalations, case reviews, and team operating rhythms</li>
• <p>Within 90 days</p>
• <li>Own the day-to-day leadership of the team, including development planning, performance management, and delivery oversight</li>
• <li>Identify opportunities to improve team efficiency, knowledge sharing, customer experience, or technical readiness</li>
• <li>Define a practical plan for scaling the team’s capability and operational maturity over the following 6–12 months</li>
• <h3>About MongoDB</h3>
• <p>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.
• <p>With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.</p>
• <p>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.</p>
• <p>MongoDB is an equal opportunities employer.</p>
• <p><em>Req ID: 3273564966</em></p>