MongoDB
Lead, Technical Services
New York City +1 · Full-time · Posted Oct 8, 2026
- Location
- New York City
New York, NY, United States
About the job
Leads a small distributed cloud support team while handling complex customer cases and escalations, improving service quality and support operations.
What you'll do
- Mentor the team and provide hands-on support for customer issues, complex cases, and escalations.
- Monitor queue health, diagnostic quality, staffing coverage, and workload allocation; coordinate high-visibility incidents across teams.
- Convert support trends into product feedback, process improvements, training, SOPs, and reusable 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 improving support operations.
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.
Pay
$0.01 — $0.01 USD (base salary)
Tools
MongoDB Atlas, Cloud Manager, Compass, Linux, FIN(Intercom), AWS, Google Cloud, Microsoft Azure
AI focus
Preferred use of AI tools to broaden, improve, and accelerate technical diagnostic processes.
Model-written summary · the original posting is authoritative