Lead, Technical Services Engineering

MongoDB is helping define the next era of application development as organizations modernize legacy systems, build AI-native experiences, and power mission-critical workloads across cloud, hybrid, and on-premises environments.

We're looking for a Lead, Technical Services Engineering to join our team in New York City. As part of the Support organization, you will be directly interfacing with our largest customers and their most difficult problems.

Role Scope This is a technical Team Lead role rather than a traditional people-manager role. You'll provide day-to-day technical and operational leadership as a hands-on player-coach. You'll mentor and guide team members, while formal personnel decisions remain with the manager.

Responsibilities

• Serve as a technical owner for complex customer cases, lead technical discussions, and step in on high-visibility issues when ownership or expertise is needed.
• Provide hands-on customer support, including advanced investigations and high-priority cases.
• Coordinate urgent and escalated cases.
• Monitor queue health and workload, help allocate or adjust work as customer needs change.
• Review case work, comments, peer reviews, and customer feedback.
• Coach and mentor engineers through case challenges and technical knowledge gaps.
• Strengthen team capability through training, workshops, and knowledge sharing.
• Keep knowledge base articles and support guidance technically accurate and clear.
• Bring customer themes and support trends to Product, Engineering, and other stakeholders.

Requirements

• Experience in customer-facing technical support, including complex database troubleshooting and high-severity escalations.
• Strong knowledge of MongoDB and database concepts.
• A disciplined diagnostic approach.
• Technical leadership, mentoring, or coaching of engineers.
• Coordinating case ownership and workload.
• Reviewing technical work and giving constructive feedback.
• Communicating effectively across customers, Support, Engineering, Product, and other cross-functional teams.

Nice to Have

• Experience supporting MongoDB in production.
• Experience with database performance tuning.
• Experience with Atlas or other cloud database platforms.
• Experience facilitating incident reviews, case retrospectives, or postmortems.

Success Measures

• First 3 months: Build relationships across the team and partner groups.
• By 6 months: Independently lead complex or high-priority case work.
• By 12 months: Demonstrate sustained impact on customer outcomes, case quality, escalation execution, team capability, and cross-functional follow-through.