Technical Services Team Lead: Hands-on, Customer-Focused

MongoDB Inc.; New York (NY); On-site; USD 120,000 - 160,000; Full time

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

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.