Lead, Technical Services Engineering

Job description

MongoDB is helping define the next era of application development as organizations modernize legacy systems, build AI-native experiences, and power mission-critical workloads across cloud, hybrid, and on-premises environments. From MongoDB Atlas, our AI-ready developer data platform, to our industry-leading server technology and enterprise software offerings, MongoDB provides a flexible and unified software stack that helps customers build faster, scale with confidence, and support a wide range of modern application needs. Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list but currently include products such as Atlas, Cloud Manager, and Compass. Join our team and be at the forefront of innovation and creativity as we scale cloud deployments for our customers. We’re looking to speak with candidates who are comfortable with a hybrid (3 days per week) working model out of our New York City Office. 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 d