[Hiring] Lead, Technical Services @MongoDB

Role Description

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list but currently include products such as Atlas, Cloud Manager, and Compass. Join our team and be at the forefront of innovation and creativity as we scale cloud deployments for our customers.

This role will be based remotely in Canada.

Life in MongoDB Technical Services: As part of the Support organization, you will be directly interfacing with our largest customers and their most difficult problems. There will almost certainly be sweat. But don’t worry – you’ll have time to prepare before you take on your first escalation. The limits of your understanding will constantly be pushed, and you’ll be challenged to grow. Underlying it all is the fuel that drives our team: customer obsession. We keep mission-critical deployments online, recover from high-pressure incidents with grace and humility, become trusted advisors, and work so closely with our customers that they would swear we were part of their team.

Role scope: This is a technical Team Lead role rather than a traditional people-manager role. The Lead is expected to provide day-to-day technical and operational leadership, while formal personnel decisions remain with the manager.

As the Cloud Support Team Lead, you will:

• Lead and mentor a small, distributed team as a hands-on technical player-coach
• Spend approximately 50% of your time directly supporting customer issues, complex cases, escalations, and technical investigations.
• Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation
• Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders
• 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

Qualifications

• Calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partners
• Comfortable leading through influence, ambiguity, and incomplete information
• Use data to identify risks, prioritize work, and allocate team capacity
• Balance hands-on customer support with coaching, quality management, and continuous improvement

Requirements

• Experience supporting customers through cases, chats, calls, and high-severity escalations
• Preferred experience with running high-severity incidents and follow-the-sun procedures
• Leading or mentoring a small team of highly technical support engineers
• Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms
• Experience with cloud infrastructure, Linux, networking, security, storage, and performance
• Disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis
• Experience leveraging AI tools to broaden, improve and accelerate technical diagnostic processes preferred
• Coordinating customer-impacting incidents and internal technical responders
• Improving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvement
• 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
• Experience creating technical training, LMS content, knowledge programs, or enablement assessments
• BONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting

Success Measures

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