Lead, Technical Services Engineering

MongoDB Inc.

New York (NY)

On-site

USD 120,000 - 160,000

Full time

24 hours ago

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Benefits offered by this job

Equity

Employee stock purchase program

Flexible paid time off

Parental leave (20 weeks)

Fertility and adoption assistance

401(k)

Mental health counseling

Trans-inclusive health insurance

Health benefits

Job summary

MongoDB, Inc. in New York City seeks a Core Team Lead in Technical Services to own complex customer cases, lead technical discussions, and guide the team hands-on.

You will mentor engineers, manage urgent escalations, and drive knowledge sharing while staying focused on customer outcomes and service reliability.

This role emphasizes technical leadership over people management, with opportunities to influence product issues, documentation, and onboarding.

Qualifications

Customer-facing technical support, including complex database troubleshooting and high-severity escalations.
Strong knowledge of MongoDB concepts: QI, Replication, Sharding, and Search.
Technical leadership and coaching of engineers in a high-stakes support environment.
Ability to coordinate case ownership and workload across teams.

Responsibilities

Own complex customer cases, lead technical discussions, and manage high-visibility issues.
Provide hands-on support and investigations for priority escalations.
Coordinate urgent cases, document triage steps, and unblock stakeholders.
Monitor queue health and allocate work as needed to protect outcomes.
Review work and feedback to improve diagnostic practices and communication.
Coach engineers and contribute to onboarding and ramp plans.
Strengthen team capability through knowledge sharing and postmortems.
Keep knowledge base content accurate and up-to-date.
Escalate product issues and improvements to relevant stakeholders.
Communicate product updates and service risks to the team.
Contribute to Technical Services objectives and culture.

Skills

Customer-facing support

MongoDB knowledge

Technical leadership

Case ownership

Collaboration

Clear communication

Autonomy

Mentoring

Education

Bachelor’s degree or equivalent

Tools

MongoDB Atlas

Vector Search

Job description

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 partners, 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. You’ll provide day-to-day technical and operational leadership as a hands‑on player‑coach. You’ll mentor and guide team members, while formal personnel decisions remain with the manager. This role is based in MongoDB’s New York City office.

As the Core Team Lead, you will:

Serve as a technical owner for complex customer cases, lead technical discussions, and step in on high-visibility issues when ownership or expertise is needed for Query & Index, performance, Replication, Sharding, and Atlas/Vector Search issues (and more!)
Provide hands‑on customer support, including advanced investigations and high-priority cases, while helping the team manage its workload
Coordinate urgent and escalated cases: acknowledge issues promptly, summarize investigation and findings, clarify next steps, and partner with the Engineering Manager and other responders to remove blockers
Monitor queue health and workload, help allocate or adjust work as customer needs change, and initiate and document triage when necessary
Review case work, comments, peer reviews, and customer feedback to reinforce strong diagnostic practices, clear communication, process fidelity, and customer satisfaction
Coach and mentor engineers through case challenges, technical and procedural knowledge gaps, and opportunities for professional growth; contribute to onboarding and ramp plans for new team members
Strengthen team capability through training, workshops, case retrospectives, postmortems, reusable technical content, and regular knowledge sharing
Keep knowledge base articles, snippets, macros, and other support guidance technically accurate and clear; identify gaps and drive updates
Bring customer themes and support trends to Product, Engineering, expert groups, and other stakeholders; raise and follow through on product issues, enhancement ideas, and documentation improvements
Communicate relevant product updates, releases, and service risks to the broader Technical Services team, helping the team prepare for changes that may affect customers
Own or contribute to Technical Services objectives and process improvements, and help the team maintain a culture of accountability, continuous learning, recognition, and collaboration
Remain engaged in technical casework and provide coverage for customer and team needs as appropriate

What you need

The ideal candidate will have experience in most of the following areas:

Customer-facing technical support, including complex database troubleshooting, customer communication, and high-severity or high-priority escalations
Strong knowledge of MongoDB and database concepts (Q&I, Replication, Sharding, Search), with the ability to investigate issues across relevant areas such as database behavior, Linux/operating systems, networking, storage, security, and performance
A disciplined diagnostic approach: gathering evidence, assessing impact and urgency, communicating clearly, making sound escalation decisions, and driving issues toward resolution
Technical leadership, mentoring, or coaching of engineers, ideally in a customer support or other high-stakes technical environment
Coordinating case ownership and workload, identifying queue or customer risks, and taking practical action to protect customer outcomes
Reviewing technical work and giving constructive feedback that raises quality and helps others grow
Communicating effectively across customers, Support, Engineering, Product, and other cross-functional teams
Autonomy, sound judgment, and a willingness to step into ambiguous or difficult situations while modeling MongoDB’s values and leadership principles

Nice to have

Experience supporting MongoDB in production, including MongoDB Server and related enterprise or self-managed deployments
Experience with database performance tuning including operations, replication, and more
Experience with Atlas or other cloud database platforms
Experience facilitating incident reviews, case retrospectives, root-cause analysis, or postmortems
Experience creating technical documentation, support procedures, training materials, or onboarding plans
Experience working with support workflows, case management, or chat-support operations
Experience contributing to product feedback, bug reports, enhancement requests, or cross-functional technical initiatives
Experience using AI tools to broaden, improve, or accelerate technical investigation, with appropriate judgment and validation

Success measures

First 3 months: Build relationships across the team and partner groups; learn the team’s product scope, customers, workflows, and support priorities; contribute to complex cases and begin supporting teammates through technical guidance
By 6 months: Independently lead complex or high-priority case work; establish a consistent cadence for reviewing team work and queue/customer risks; contribute meaningful coaching, knowledge‑sharing, and at least one durable process or enablement improvement
By 12 months: Demonstrate sustained impact on customer outcomes, case quality, escalation execution, team capability, knowledge sharing, and cross-functional follow‑through while remaining an effective hands‑on technical contributor

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.

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: