Atlas Cloud Support Lead – Global Technical Services

MongoDB; Sydney Township (ND); Hybrid; USD 100,000 - 136,000; Full time

Job summary

MongoDB is seeking a transformational leader to head the Technical Services team, guiding Cloud Support Engineers focused on Atlas deployments and customer success at scale. Based in Sydney or Melbourne, you will drive performance, process improvements, and cross-functional collaboration to deliver outstanding support experiences.

You will manage escalations, mentor engineers, and partner with sales, CS and engineering to align on strategic goals.

Qualifications

• 3+ years leading technical support teams and managing high-profile escalations.
• ],
• job_responsibilities_description[ ]: [

Responsibilities

• Diagnosing and resolving performance issues.
• Advising on design and architecture for global distribution and replication of data to support high availability, low latency and data sovereignty.
• Collaborating with peer teams to provide seamless regional handovers of follow-the-sun issues.
• Continuously learning and sharing knowledge across the team to increase capabilities and reduce escalations.
• Building rapport with named accounts to understand customer environments and drive expansion.

Skills

People management

Escalation leadership

Cloud expertise

Hiring decisions

Executive comms

Troubleshooting

Customer advocacy

Job description

MongoDB is seeking a transformational leader to head the Technical Services team, guiding Cloud Support Engineers focused on Atlas deployments and customer success at scale. Based in Sydney or Melbourne, you will drive performance, process improvements, and cross-functional collaboration to deliver outstanding support experiences.

You will manage escalations, mentor engineers, and partner with sales, CS and engineering to align on strategic goals.