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Manager, Technical Services

MongoDB
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Hybrid (Gurugram)Full-timePosted 3w ago

About the role

Manager, Technical Services to lead and grow a team in Gurugram, overseeing engineers supporting MongoDB’s database, cloud, and emerging application-platform capabilities. Hybrid work model based in Gurugram.

Responsibilities

  • Lead, coach, and develop a team of Technical Services Engineers, including regular 1:1s, clear goals, performance feedback, career development, and succession planning
  • Build an inclusive, accountable, and customer-focused team culture where engineers can do their best work
  • Own regional service delivery for your team, balancing customer experience, case health, quality, operational discipline, and team sustainability
  • Lead and coordinate high-impact customer escalations, ensuring timely communication, sound technical judgment, clear ownership, and effective follow-through
  • 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
  • Work with global peers to maintain consistent follow-the-sun processes, effective handoffs, and high-quality support across regions
  • 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
  • Establish and improve team operating mechanisms, including incident management, case reviews, root-cause analysis, knowledge management, quality practices, and capacity planning
  • Identify recurring customer issues and drive improvements to self-service content, diagnostic tooling, runbooks, and support processes
  • Participate in hiring and onboarding, and build a strong local talent pipeline
  • Use operational metrics and customer feedback to identify trends, communicate performance, and prioritize improvements
  • Contribute to regional and global Technical Services initiatives that improve the customer experience, operational efficiency, and technical capability of the organization

Qualifications

  • 3+ years of experience leading a technical support, customer engineering, site reliability, operations, or similar customer-facing technical team
  • Demonstrated success developing people, managing performance, hiring strong talent, and building inclusive, high-performing teams
  • Experience coordinating complex or high-severity customer escalations and working effectively with Engineering and Product organizations
  • Strong technical foundation in troubleshooting production systems, with the ability to guide structured investigations across application, infrastructure, network, identity, and data layers
  • Experience with one or more of cloud platforms, distributed systems, databases, containerized workloads, APIs, observability, or enterprise software
  • 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
  • Strong customer advocacy and sound judgment under pressure, with the ability to set expectations and drive issues to resolution
  • Excellent written and verbal communication skills, with the ability to adapt communication for technical, business, and executive audiences
  • Experience translating organizational objectives into clear team priorities, measurable outcomes, and individual goals
  • A collaborative, pragmatic leadership style and the ability to operate effectively across global, cross-functional teams

Skills

Required:People leadership and coachingEscalation managementTechnical troubleshootingCloud/distributed systemsAI-enabled applications knowledge
Last updated Oct 22, 2026. Interested? Apply on the company site.
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