Manager, Technical Services

About this job

As a Manager, Technical Services at MongoDB in Gurugram, you will lead and grow a team of support engineers helping customers successfully run MongoDB in production. MongoDB is a leading developer data platform that helps organizations build, scale, and operate modern applications through its database, cloud, and emerging application-platform capabilities. In this hybrid role, your normal day will involve coaching your team, ensuring excellent customer service delivery, managing complex escalations, and collaborating with global peers and cross-functional partners like Engineering, Product, and Sales. You will create the conditions for great customer outcomes, establish durable operating practices, and scale support for modern workloads such as cloud services, distributed applications, and AI-enabled workflows.

Responsibilities

• Lead, coach, and develop a team of Technical Services Engineers with regular 1:1s and performance feedback.
• Build an inclusive, accountable, and customer-focused team culture.
• Own regional service delivery, balancing customer experience, case health, quality, and operational discipline.
• Lead and coordinate high-impact customer escalations to ensure timely communication and resolution.
• Partner with Engineering, Product, Security, and Sales teams to resolve complex issues and share customer feedback.
• Scale support for modern application workloads including APIs, cloud services, and AI-enabled workflows.
• Establish and improve team operating mechanisms such as incident management and root-cause analysis.
• Participate in hiring, onboarding, and building a strong local talent pipeline.

Requirements

• 3+ years of experience leading a technical support, customer engineering, site reliability, or similar technical team.
• Demonstrated success in developing people, managing performance, and building inclusive teams.
• Experience coordinating complex or high-severity customer escalations with Engineering and Product.
• Strong technical foundation in troubleshooting production systems across application, infrastructure, network, and data layers.
• Experience with cloud platforms, distributed systems, databases, containerized workloads, APIs, or observability.
• Foundational knowledge of AI-enabled applications and agentic workflows.
• Strong customer advocacy, sound judgment under pressure, and excellent communication skills.

Good to have

• Experience supporting MongoDB, MongoDB Atlas, or another database or distributed data platform.
• Experience with cloud-native technologies such as AWS, Azure, GCP, Docker, Kubernetes, or CI/CD systems.
• Familiarity with logs, metrics, traces, alerting, and incident response.
• Experience supporting developer platforms, platform services, or AI-enabled applications.
• Experience using operational metrics and dashboards to improve support performance.

Who should apply

This role suits an experienced people leader based in Gurugram who has a background in technical support, site reliability, or customer engineering. Ideal candidates have proven success in building high-performing, inclusive teams, managing high-severity escalations, and working closely with engineering and product organizations. You should possess a strong technical foundation in troubleshooting production systems and modern application workloads. Freshers cannot apply as the role requires specific prior leadership experience.

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