Lead, Technical Services Engineering

MongoDB•New York, NY

4d•Remote

About The Position

MongoDB is hiring a Core Team Lead for Technical Services Engineering. This is a hands-on technical Team Lead and player-coach role, not a traditional people-manager position. The lead provides day-to-day technical and operational guidance, mentors team members, and remains engaged in customer casework; formal personnel decisions remain with the manager. The position is described as remote for east-coast-based candidates who can travel to the New York City office 1–2 times per quarter. The posting also states that the Core Team Lead role is based in MongoDB’s New York City office. As part of the Support organization, the role works directly with major customers on difficult, high-impact problems and helps keep mission-critical deployments online. The lead takes technical ownership of complex cases, supports advanced investigations and escalations, coordinates urgent response, monitors queue health and workload, and reinforces high-quality diagnostics and customer communication. The role also develops team capability through coaching, onboarding, training, retrospectives, and knowledge sharing; maintains accurate support guidance; and brings customer themes and product issues to cross-functional partners. The lead contributes to Technical Services objectives and process improvements while continuing to provide technical case coverage. Success is measured by building relationships and learning the team’s scope and workflows in the first three months; independently leading complex cases and establishing consistent review and coaching practices by six months; and demonstrating sustained impact on customer outcomes, case quality, escalation execution, team capability, knowledge sharing, and cross-functional follow-through by twelve months.

Requirements

Experience in customer-facing technical support, including complex database troubleshooting, customer communication, and high-severity or high-priority escalations.
Strong knowledge of MongoDB and database concepts, including Query & Index, Replication, Sharding, and Search.
Ability to investigate issues involving database behavior, Linux or operating systems, networking, storage, security, and performance.
Disciplined diagnostic approach, including gathering evidence, assessing impact and urgency, communicating clearly, making sound escalation decisions, and driving issues toward resolution.
Experience providing technical leadership, mentoring, or coaching to engineers, ideally in customer support or another high-stakes technical environment.
Ability to coordinate case ownership and workload, identify queue or customer risks, and take practical action to protect customer outcomes.
Experience reviewing technical work and providing constructive feedback that improves quality and supports others’ growth.
Effective communication across customers, Support, Engineering, Product, and other cross-functional teams.
Autonomy, sound judgment, and willingness to take on ambiguous or difficult situations while modeling MongoDB’s values and leadership principles.

Nice To Haves

Experience supporting MongoDB in production, including MongoDB Server and related enterprise or self-managed deployments.
Experience with database performance tuning, including operations and replication.
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 with support workflows, case management, or chat-support operations.
Experience contributing 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.

Responsibilities

Serve as a technical owner for complex customer cases and lead technical discussions, including high-visibility issues involving Query & Index, performance, Replication, Sharding, and Atlas/Vector Search.
Provide hands-on customer support, conduct advanced investigations, handle high-priority cases, and help the team manage workload.
Coordinate urgent and escalated cases by acknowledging issues promptly, summarizing investigations and findings, clarifying next steps, and partnering with the Engineering Manager and other responders to remove blockers.
Monitor queue health and workload, adjust work allocation as customer needs change, and initiate and document triage when needed.
Review case work, comments, peer reviews, and customer feedback to reinforce diagnostic quality, clear communication, process fidelity, and customer satisfaction.
Coach and mentor engineers through case challenges, technical and procedural knowledge gaps, and professional growth opportunities; contribute to onboarding and ramp plans.
Strengthen team capability through training, workshops, case retrospectives, postmortems, reusable technical content, and regular knowledge sharing.
Maintain the technical accuracy and clarity of knowledge base articles, snippets, macros, and other support guidance; 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.
Own or contribute to Technical Services objectives and process improvements, and help sustain accountability, continuous learning, recognition, and collaboration.
Remain engaged in technical casework and provide coverage for customer and team needs as appropriate.