At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- New York City
About MongoDB
- MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
- With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.
- Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
- To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
- MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
- MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
About the role
- Join the MongoDB Technical Services team as a Lead, Technical Services based in New York City in a hybrid working model.
- This is a technical Team Lead role rather than a traditional people-manager role, combining day-to-day technical and operational leadership with hands-on customer support.
- You will directly interface with largest customers and their most difficult problems, keeping mission-critical deployments online and driving continuous improvement.
Responsibilities
- 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
Requirements
- Supporting customers through cases, chats, calls, and high-severity escalations
- Leading or mentoring a small team of highly technical support engineers
- Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance
- A disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis
- 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
Preferred qualifications
- Preferred experience with running high-severity incidents and follow-the-sun procedures
- Experience leveraging AI tools to broaden, improve and accelerate technical diagnostic processes preferred
- 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
Benefits
- Equity
- Participation in the employee stock purchase program
- Flexible paid time off
- 20 weeks fully-paid gender-neutral parental leave
- Fertility and adoption assistance
- 401(k) plan
- Mental health counseling
- Access to transgender-inclusive health insurance coverage
- Health benefits offerings
Workplace
- Candidates must be based in New York City for the hybrid working model.
Skills
- MongoDB Atlas
- Linux
- Cloud Infrastructure
- Networking
- Security
- Storage
- Cloud Manager
- Compass
- DevOps
- Infrastructure-as-code
- Observability
- Automation
Show all 13 skills
- Scripting
