Lead of 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 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. The Lead is expected to 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 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
• Represent Technical Services in cross-functional and cross-region programs, driving execution through influence
• Success Measures:
• 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

You use data to identify risks, prioritize work, and allocate team capacityYou are comfortable leading through influence, ambiguity, and incomplete informationYou are a calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partnersYou balance hands-on customer support with coaching, quality management, and continuous improvementSupporting customers through cases, chats, calls, and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun proceduresCoordinating customer-impacting incidents and internal technical respondersStrong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical ServicesA 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 preferredImproving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvementThe ideal candidate will have experience in most of the following areas:Leading or mentoring a small team of highly technical support engineersStrong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performanceExperience with Cloud Manager, Compass, or large-scale relational or NoSQL databasesExperience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflowsExperience leading incident reviews, RCAs, operational audits, or security/compliance improvementsExperience creating technical training, LMS content, knowledge programs, or enablement assessmentsBONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting