Technical Services Lead: Customer Escalations & Coach

MongoDB Inc.; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

MongoDB, Inc. is seeking a hands-on Technical Team Lead within the Support organization to guide a small distributed team, lead escalations, and coordinate cross-functional efforts. The role emphasizes customer obsession, service quality, and continuous improvement.

You will balance direct customer support with coaching and technical leadership. You will spend about half your time on complex investigations, drive process improvements, and mentor engineers while representing Technical Services

Qualifications

• Hands-on technical leader who mentors a distributed team.
• Experience with MongoDB Atlas or comparable cloud databases.
• Experience leading high-severity incidents and postmortems.
• Experience with customer-facing support operations.
• Ability to translate customer problems into product feedback and improvements.

Responsibilities

• Spend ~50% time supporting customer issues, escalations, and investigations.
• Lead frontline service quality and workload allocation.
• Coordinate cross-functional teams during escalations.
• Create SOPs and training materials.
• Represent Technical Services in cross-regional programs.

Skills

Leadership

Technical leadership

Customer empathy

Incident management

Mentoring

Tools

MongoDB Atlas

Cloud Manager

Compass

Intercom

Job description

MongoDB, Inc. is seeking a hands-on Technical Team Lead within the Support organization to guide a small distributed team, lead escalations, and coordinate cross-functional efforts. The role emphasizes customer obsession, service quality, and continuous improvement.

You will balance direct customer support with coaching and technical leadership. You will spend about half your time on complex investigations, drive process improvements, and mentor engineers while representing Technical Services