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Technical Services Manager, AI-native Support (Regional)

MongoDB· Technical Services
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Hybrid (Mexico City)full-timePosted 2mo ago

About the role

Leader role to build and develop an AI-native Technical Services team in the region, scaling MongoDB’s support capabilities with AI tools and workflows, regional stakeholder collaboration, and talent development. Based in Mexico City for hybrid working model.

Responsibilities

  • Diagnosing and resolving performance related issues, leading structured investigations, root-cause analysis, and recovery efforts across multiple technical layers
  • Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements
  • Owning complex and high-impact customer investigations involving AI applications and agentic workflows
  • Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution
  • Creating and improving troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks
  • Globally collaborating with peer teams to provide seamless and efficient regional handovers of follow-the-sun issues
  • Continuously learning and growing skills via participation in training, maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
  • Increasing case-deflection numbers by contributing to knowledge-base, distributing knowledge to peers and the general MongoDB community
  • Reviewing recurring issues and identifying opportunities to improve support processes, tooling, and customer self-service
  • Working on named accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use
  • Contributing to the broader MongoDB database and cloud support cases when needed

Qualifications

  • A minimum of five (5) years practical experience running a technical support team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
  • Strong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence
  • Ability to rapidly adopt new technologies and to deploy them in a team environment
  • Ability to think on your feet, remain calm under pressure, and solve problems in real-time
  • Ability to lead-by-example with strong diagnostic and troubleshooting skills
  • Ability to understand customer business drivers and use cases
  • A customer advocate who can mitigate and drive issues as appropriate
  • Is comfortable engaging in hiring decisions, performance management, translating company and the organization’s goals down to team and individual levels
  • Ability to articulate and calibrate communication style based on audience, from highly technical to ‘executive’
  • Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures
  • Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
  • Experience developing KPI’s viewable in management dashboards and scorecards using analytical tools like Tableau
  • Experience applying AI in technical support and/or engineering environments, with the ability to lead adoption of AI-native ways of working across the team

Skills

Required:Technical leadership and team managementAI-native workflow adoptionCustomer advocacy and communication

Benefits

  • Culture of growth and development
  • Fertility assistance and parental leave policy
  • Employee affinity groups
  • Supportive and enriching culture
Last updated Oct 22, 2026. Interested? Apply on the company site.
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