The opportunity
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…
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
- Represent Technical Services in cross-functional and cross-region programs,: driving execution through influence
- 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
