Lead, Technical Services Engineering

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.

This role can be based remotely for east-coast based candidates comfortable traveling 1-2 times a quarter to our NYC office.

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.

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

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 database concepts (Q&I, Replication, Sharding, Search), with the ability to investigate issues across relevant areas such as database behavior, Linux/operating systems, networking, storage, security, and performance
• A disciplined diagnostic approach: gathering evidence, assessing impact and urgency, communicating clearly, making sound escalation decisions, and driving issues toward resolution
• Technical leadership, mentoring, or coaching of engineers, ideally in a customer support or other high-stakes technical environment
• Coordinating case ownership and workload, identifying queue or customer risks, and taking practical action to protect customer outcomes
• Reviewing technical work and giving constructive feedback that raises quality and helps others grow
• Communicating effectively across customers, Support, Engineering, Product, and other cross-functional teams
• Autonomy, sound judgment, and a willingness to step into ambiguous or difficult situations while modeling MongoDB’s values and leadership principles

• Experience supporting MongoDB in production, including MongoDB Server and related enterprise or self-managed deployments
• Experience with database performance tuning including operations, replication, and more
• Experience with Atlas or other cloud database platforms
• Experience facilitating incident reviews, case retrospectives, root-cause analysis, or postmortems
• Experience creating technical documentation, support procedures, training materials, or onboarding plans
• Experience working with support workflows, case management, or chat-support operations
• Experience contributing to product feedback, bug reports, enhancement requests, or cross-functional technical initiatives
• Experience using AI tools to broaden, improve, or accelerate technical investigation, with appropriate judgment and validation

• First 3 months: Build relationships across the team and partner groups; learn the team’s product scope, customers, workflows, and support priorities; contribute to complex cases and begin supporting teammates through technical guidance
• By 6 months: Independently lead complex or high-priority case work; establish a consistent cadence for reviewing team work and queue/customer risks; contribute meaningful coaching, knowledge-sharing, and at least one durable process or enablement improvement
• By 12 months: Demonstrate sustained impact on customer outcomes, case quality, escalation execution, team capability, knowledge sharing, and cross-functional follow-through while remaining an effective hands-on technical contributor

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.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

REQ ID: 4273611085