Cloud Support Team Lead - Hands-On & Customer-Obsessed

MongoDB Inc.; New York (NY); Hybrid; USD 140,000 - 180,000; Full time

Job summary

MongoDB, Inc. in New York City is seeking a Cloud Support Team Lead to guide a small, distributed team of engineers while remaining hands-on in escalations and diagnostics. You will own frontline service quality, coordinate cross-functional incident response, and translate recurring issues into improvements.

Ideal candidates bring strong leadership, deep troubleshooting of cloud databases (MongoDB Atlas), and a data-driven approach to prioritizing work, all within our hybrid NYC footprint.

Qualifications

• Experience leading a technical support or engineering team.
• Strong troubleshooting across cloud database platforms.
• Ability to manage incidents and coordinate cross-functional teams.

Responsibilities

• Lead and mentor a small distributed team while remaining hands-on.
• Support customers on high-severity cases and escalations.
• Own frontline service quality metrics and incident response.
• Translate recurring problems into product/process improvements.
• Create SOPs and training materials to improve team capability.

Skills

Technical leadership

Customer focus

Troubleshooting

Data-driven decisions

Education

BS in CS or related field

Tools

MongoDB Atlas

Linux

Networking

Job description

MongoDB, Inc. in New York City is seeking a Cloud Support Team Lead to guide a small, distributed team of engineers while remaining hands-on in escalations and diagnostics. You will own frontline service quality, coordinate cross-functional incident response, and translate recurring issues into improvements.

Ideal candidates bring strong leadership, deep troubleshooting of cloud databases (MongoDB Atlas), and a data-driven approach to prioritizing work, all within our hybrid NYC footprint.