Technical Services Lead

Who you are

• 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
• The ideal candidate will have experience in most of the following areas:
• 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
• BONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting

What the job involves

• 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