Lead, Technical Services

Join MongoDB's Technical Services team as a Lead, Technical Services in New York City. You'll be part of a hybrid working model and work on the forefront of innovation and creativity as you scale cloud deployments for customers.

As part of the Support organization, you'll directly interface with large customers and tackle complex problems. You'll lead and mentor a small, distributed team as a hands-on technical player-coach, spending around 50% of your time supporting customer issues, complex cases, and technical investigations.

Responsibilities:

• Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders
• Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation
• Turn recurring customer problems and support trends into product feedback, process improvements, training, and reusable technical content
• Create and maintain SOPs, knowledge articles, training materials, and retrospectives that improve team capability and consistency
• Represent Technical Services in cross-functional and cross-region programs, driving execution through influence

Requirements:

• Experience supporting customers through cases, chats, calls, and high-severity escalations
• Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms
• Disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis
• Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services

Nice to Have:

• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases
• Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflows
• Experience leading incident reviews, RCAs, operational audits, or security/compliance improvements

Success Measures:

• First 3 months: Build relationships, understand team operations and customer demand, and begin contributing to complex escalations
• By 6 months: Independently lead escalations, establish recurring queue and quality reviews, improve coverage, and deliver at least one durable process or enablement improvement
• By 12 months: Demonstrate measurable improvement in service quality, escalation execution, team capability, coverage, and cross-functional delivery while remaining hands-on technically