The opportunity
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.
What you'll do
Lead and mentor a small, distributed team as a hands-on technical player-coach
Spend approximately 50% of your 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 that improve team capability and consistency
What they're looking for
- You are a calm, empathetic technical leader who earns trust with customers,: engineers, and cross-functional partners
- You are comfortable leading through influence, ambiguity, and incomplete information
- You use data to identify risks, prioritize work, and allocate team capacity
- You balance hands-on customer support with coaching, quality management, and continuous improvement
