Senior Manager, Premium Services

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Description

Technical Services operates with a global footprint, maintaining a presence in key cities such as New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Our commitment to exceptional customer satisfaction is underpinned by a 24x7x365 'follow-the-sun' support strategy, executed by dedicated regional teams across the Americas, EMEA, and APAC. We are seeking a visionary leader to join the MongoDB Technical Services organization to oversee regional teams of MongoDB 'core' and 'cloud' Support Engineers. These specialists possess deep expertise in resolving challenges related to core database functionality and troubleshooting complex cloud environments to facilitate high-scale customer success. For this hybrid role, we are specifically interested in meeting candidates located in Palo Alto, CA. Core Responsibilities of the Team Identifying and fixing performance-related bottlenecks Providing guidance on architectural design, including replication and global data distribution, to ensure low latency, high availability, and compliance with data sovereignty Serving as a customer advocate by articulating business cases for roadmap features and driving resolution of critical issues Engaging in global collaboration to manage seamless handovers of 'follow-the-sun' cases between regional teams Fostering a culture of continuous learning through specialized training and the development of internal subject matter expertise Enhancing case-deflection strategies by contributing to our knowledge base and sharing insights with the broader MongoDB community Establishing strong relationships with key accounts to deeply understand their unique architect

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