MongoDB
Lead, Technical Services
São Paulo +1 · Full-time · Posted Oct 27, 2026
- Location
- São Paulo
New York, NY, United States
About the job
Provides hands-on technical and operational leadership for a distributed cloud support team, resolving complex customer issues and improving service quality.
What you'll do
- Mentor a small team while spending approximately 50% of the time handling customer cases, escalations, and technical investigations.
- Monitor service quality and support operations, including queue health, case aging, diagnostic quality, staffing, and workload allocation.
- Coordinate high-visibility incidents and turn recurring problems into product feedback, process improvements, training, and technical content.
What they ask for
- Experience supporting customers through cases, chats, calls, and high-severity escalations.
- Experience leading or mentoring a small team of technical support engineers.
- Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance.
- Experience coordinating customer-impacting incidents and internal technical responders.
Nice to have
- Experience running high-severity incidents and follow-the-sun procedures; experience using AI tools to improve technical diagnostics.
- Experience with Cloud Manager, Compass, large-scale databases, support workflows, incident reviews, training, DevOps, infrastructure-as-code, observability, automation, or scripting.
Tools
MongoDB Atlas, Cloud Manager, Compass, Linux, FIN(Intercom), DevOps
AI focus
The role may use AI tools to broaden, improve, and accelerate technical diagnostic processes; this experience is preferred.
Model-written summary · the original posting is authoritative