Lead, Technical Services
Core
Lead a distributed team of technical support engineers to manage high-severity escalations, incidents, and complex customer issues for MongoDB Atlas and cloud database platforms.
Role type
Senior IC technical team lead (support)
Builds
Customer trust, service quality, and operational stability for mission-critical database deployments
Domain
Cloud database operations and technical support
Deliverable
client delivery
Required skills
Cloud database troubleshooting, incident management, team leadership, root-cause analysis, process improvement, cross-functional coordination
Preferred skills
AI tool usage for diagnostics, DevOps/infrastructure-as-code, observability, automation, scripting
Technologies
MongoDB Atlas, Linux, networking, security, storage, performance, Cloud Manager, Compass, FIN(Intercom)
Responsibilities
Lead and mentor a small distributed team; support complex customer escalations and incidents; monitor queue health and staffing coverage; create SOPs and training materials; represent Technical Services in cross-functional programs
Seniority
Senior, hands-on IC with leadership responsibilities
