Lead, Technical Services Engineering
MongoDB · New York City
About this role
**MongoDB — Lead, Technical Services Engineering** MongoDB is helping define the next era of application development—modernizing legacy systems, building AI-native experiences, and powering mission-critical workloads across cloud, hybrid, and on-premises environments. In this **Support organization** role, you’ll directly interface with MongoDB’s largest customers and their most difficult problems. You’ll be challenged to grow, supported with time to prepare before your first escalation, and guided by a team culture rooted in **customer obsession**. --- ## Role scope This is a **technical Team Lead** role (hands-on player-coach), not a traditional people-manager role. You’ll provide day-to-day technical and operational leadership, mentor and guide engineers, and support formal personnel decisions with the manager. **Location:** Based in **MongoDB’s New York City office**. **Remote option:** Available for **east-coast candidates** comfortable traveling **1–2 times per quarter**. --- ## Core Team Lead responsibilities - Serve as a **technical owner** for complex customer cases; lead technical discussions and step in on high-visibility issues across **Query & Index, performance, Replication, Sharding, and Atlas/Vector Search** (and more). - Provide **hands-on customer support**, including advanced investigations and high-priority cases, while helping manage team workload. - Coordinate **urgent and escalated cases**: acknowledge promptly, summarize findings, clarify next steps, and partner with the Engineering Manager and responders to remove blockers. - Monitor **queue health and workload**; help allocate/adjust work as customer needs change; initiate and document triage when necessary. - Review case work, comments, peer reviews, and customer feedback to reinforce strong diagnostics, clear communication, process fidelity, and customer satisfaction. - Coach and mentor engineers through case challenges and knowledge gaps; contribute to onboarding and ramp plans. - Strengthen team capability via training, workshops, retrospectives, postmortems, reusable technical content, and regular knowledge sharing. - Keep knowledge base articles, snippets, macros, and support guidance **technically accurate and clear**; identify gaps and drive updates. - Bring customer themes and support trends to Product, Engineering, expert groups, and stakeholders; raise/follow through on product issues, enhancements, and documentation improvements. - Communicate relevant product updates, releases, and service risks to the broader Technical Services team. - Own or contribute to Technical Services objectives and process improvements; help maintain a culture of accountability, continuous learning, recognition, and collaboration. - Stay engaged in technical casework and provide coverage as needed. --- ## What you need The ideal candidate has experience in most of the following: - **Customer-facing technical support** for complex database troubleshooting, customer communication, and high-severity/high-priority escalations. - Strong knowledge of **MongoDB** and database concepts: **Query & Index, Replication, Sharding, Search**—with ability to investigate across database behavior, **Linux/OS, networking, storage, security, and performance**. - A disciplined diagnostic approach: gather evidence, assess impact/urgency, communicate clearly, make sound escalation decisions, and drive issues to resolution. - Technical leadership/mentoring/coaching in a customer support
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