below marketmost similar roles pay hereabove market
This listing doesn't post a salary. Most similar roles pay
$160,590–$208,300.
Based on 240 similar postings.
Employer
About MongoDB
MongoDB is a leading American software company that develops and provides commercial support for a popular, source-available document database. Designed to handle unstructured and structured data natively, its platform is purpose-built for modern cloud applications, analytics, and AI experiences.
MongoDB currently has
30 open roles
on FindRole.
Listed pay typically runs
$126,000–$248,000
across 27 roles with salary data.
JOB TITLE: Lead, Technical Services
The Lead, Technical Services is a technical team lead role within the Support organization, providing operational leadership and mentorship to a small, distributed team of engineers. This role functions as a player-coach, spending half of the time directly supporting customers with complex cases and high-severity escalations while managing queue health, workload allocation, and diagnostic quality. The position involves coordinating internal technical responders, creating SOPs, and turning support trends into product feedback. Candidates must possess troubleshooting expertise in MongoDB Atlas, cloud infrastructure, Linux, networking, security, storage, and performance. The role addresses the technical challenge of maintaining mission-critical database deployments and scaling cloud services for customers, requiring skills in root-cause analysis, incident management, and cross-functional collaboration with Engineering and Product teams.
Provide hands-on technical support for complex customer cases, escalations, and technical investigations.
Lead and mentor a small, distributed team of technical support engineers as a player-coach.
Monitor queue health, case aging, diagnostic quality, and workload allocation to ensure service quality.
Coordinate high-visibility customer incidents by managing stakeholders across Engineering, Product, and Support Operations.
Convert recurring customer problems into product feedback, process improvements, and reusable technical content.
Create and maintain SOPs, knowledge articles, and training materials to improve team capability.
Represent Technical Services in cross-functional programs to drive execution through influence.
What we're looking for
Must be based in New York City for a hybrid working model.
Experience supporting customers through cases, chats, calls, and high-severity escalations.
Experience leading or mentoring a small team of highly technical support engineers.
Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including infrastructure, Linux, networking, security, storage, and performance.
Experience coordinating customer-impacting incidents and internal technical responders.
Experience improving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvement.
Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases (preferred).
Experience with DevOps, infrastructure-as-code, observability, automation, or scripting (preferred).
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