Lead / Manager

MongoDB is seeking a Lead, Technical Services to join the Technical Support AMER team in New York City. This is a hands-on technical Team Lead role, not a traditional people-manager role. The Lead will provide day-to-day technical and operational leadership while formal personnel decisions remain with the manager.

• Lead and mentor a small, distributed team as a hands-on technical player-coach.
• Spend approximately 50% of time directly supporting customer issues, complex cases, escalations, and technical investigations.
• Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation.
• Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders.
• Turn recurring customer problems and support trends into product feedback, process improvements, training, and reusable technical content.
• Create and maintain SOPs, knowledge articles, training materials, and retrospectives.
• Represent Technical Services in cross-functional and cross-region programs.

• Experience supporting customers through cases, chats, calls, and high-severity escalations.
• Preferred experience with running high-severity incidents and follow-the-sun procedures.
• Leading or mentoring a small team of highly technical support engineers.
• Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance.
• A disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis.
• Experience leveraging AI tools to broaden, improve and accelerate technical diagnostic processes preferred.
• Coordinating customer-impacting incidents and internal technical responders.
• Improving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvement.
• Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services.

• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases.
• Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflows.
• Experience leading incident reviews, RCAs, operational audits, or security/compliance improvements.
• Experience creating technical training, LMS content, knowledge programs, or enablement assessments.
• Experience with DevOps, infrastructure-as-code, observability, automation, or scripting.

• First 3 months: Build relationships, understand team operations and customer demand, and begin contributing to complex escalations. Learn the Atlas product and master most common customer use cases.
• By 6 months: Independently lead escalations, establish recurring queue and quality reviews, improve coverage, and deliver at least one durable process or enablement improvement. Acquire Atlas Administrator certification.
• By 12 months: Demonstrate measurable improvement in service quality, escalation execution, team capability, coverage, and cross-functional delivery while remaining hands-on technically.

MongoDB's base salary range for this role in the U.S. is $0.01—$0.01 USD. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range and benefits are only applicable to U.S.-based candidates.

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.