Senior Manager, Technical Services Engineering

Technical Services has global team members in offices spanning the globe including New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions. We are looking for a transformational leader to join the the company Technical Services team, leading regional teams of the company ‘core’ and ‘cloud’ Support Engineers. Individuals in this team are experts in addressing issues related to the company’s core database functionality as well as troubleshooting cloud issues to enable successful customer implementations at scale. We are looking to speak to candidates who are based in Austin, as this role will require working in our Austin office 3 or more days a week. Typical responsibilities of the team include Diagnosing and resolving performance related issues Advising on design and architecture including global distribution and replication of data to support high availability, low latency and meeting data sovereignty requirements Advising on upcoming roadmap features and advocating for the customer in articulating business cases to drive issue resolution 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 the company community Working on specific accounts to build rapport and an in-depth understanding of customer architecture and environment(s) while encouraging expansion of use Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who enjoys helping customers, managing complex, fast-moving situations and leading/managing a talented group of individuals who continuously delight our customers, then this role is for you! Candidate Profile Required 8+ years managing technical support or customer-facing engineering teams, with demonstrated success scaling operations, implementing process improvements, and elevating team performance Proven track record in operational excellence: implementing metrics-driven improvements, designing scalable workflows, and optimizing resource allocation across distributed teams Strong people development philosophy: history of coaching technical talent from individual contributors to senior engineers, with concrete examples of career progression under your leadership Deep technical foundation across multiple database technologies (relational, NoSQL, distributed systems) with hands‑on experience diagnosing complex production issues Project leadership experience: successfully led cross‑functional technical initiatives requiring coordination across engineering, product, and support organizations Exposure to AI/ML technologies: understanding of how modern AI systems interact with data platforms, vector databases, or experience supporting AI‑driven applications Ability to balance technical depth with strategic thinking—equally comfortable reviewing query execution plans and presenting operational roadmaps to executives Experience building and refining KPIs, implementing tooling improvements, and using data to drive team decisions Strong diagnostic and troubleshooting skills with ability to lead‑by‑example during critical escalations Comfort with the full people management lifecycle: hiring, performance management, succession planning, and translating organizational strategy to individual development plans Ability to calibrate communication for diverse audiences—from kernel debugging sessions to executive business reviews Desirable Prior work at a database company, specifically in the NoSQL space, or managing support for highly concurrent distributed systems in production. Scaled SaaS customer facing role experience preferred Experience with modern observability, analytics, and automation tools; familiarity with how AI can enhance team operations Track record of process innovation that demonstrably improved efficiency metrics (case deflection, resolution time, customer satisfaction) Experience developing analytical dashboards using tools like Tableau, or implementing data‑driven approaches to operational planning Success Measures Within 30 days Complete the company’s new hire technical training program; be able to speak confidently about our total portfolio of products Build initial rapport with the team and gain their trust Within 60 days Understand our global follow-the-sun processes and escalation processes Have formed relationships with escalation managers, CSMs, sales, field and engineering stakeholders Have begun conducting regular 1 on1’s with your teams as well as other managers within Technical Services and across the business Within 90 days Take assignment of and drive five (5) cases to closure to learn our internal processes Have identified areas of efficiency for the team to scale Effectively lead regional escalations and RCA’s when needed At 120 days and onward Present a comprehensive operational improvement plan addressing at least two areas: process efficiency, tooling gaps, knowledge management, or team development frameworks Conduct three (3) face‑to‑face interactions with marquee customers, either in‑person or virtually Demonstrate the understanding of the short and long term goals of the Technical Services team and how your team is working toward those objectives #J-18808-Ljbffr