Head of MongoDB Atlas Support & Technical Services

The Briefed; Palo Alto (CA); On-site; USD 180,000 - 250,000; Full time

Job summary

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services, based in Palo Alto. You will coordinate cross-functional escalations, partner with sales and engineering, and drive customer success in the Americas.

This role requires 5+ years managing teams, strong diagnostic skills, and the ability to scale processes globally, with hands-on leadership and a focus on customer outcomes.

Qualifications

• A minimum of five (5) years leading a technical support team or organization.
• Strong people management with focus on customer experience and technical excellence.
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
• Lead-by-example with strong diagnostic and troubleshooting skills.
• Ability to hire, set expectations, and guide career development while managing daily priorities.

Responsibilities

• Becoming well-versed in core aspects of MongoDB and the Atlas platform.
• Combine technical rigor with customer empathy under pressure to resolve issues.
• Advise on design and architecture including global distribution and replication of data for high availability.
• Educate on upcoming roadmap features and advocate for customer business cases.
• Collaborate with peer teams for seamless regional handovers of follow-the-sun issues.
• Contribute to knowledge bases and share expertise across the team.
• Build rapport with named accounts to understand architecture and drive expansion.

Skills

Team leadership

Customer escalations

Technical troubleshooting

Stakeholder management

Hiring & performance management

Effective communication

NoSQL/database knowledge

Cloud platforms

Tools

Tableau

Job description

MongoDB is seeking a transformational leader to head a regional team of Support Engineers within Technical Services, based in Palo Alto. You will coordinate cross-functional escalations, partner with sales and engineering, and drive customer success in the Americas.

This role requires 5+ years managing teams, strong diagnostic skills, and the ability to scale processes globally, with hands-on leadership and a focus on customer outcomes.