Technical Services Lead

Join our team as a Technical Services Lead, where you will directly interface with our largest customers and tackle their most challenging problems. This role requires a hands-on technical player-coach who will provide day-to-day technical and operational leadership while supporting customer issues, complex cases, escalations, and technical investigations.

Responsibilities

• You will also own frontline service quality, lead high-visibility customer escalations and incidents, and turn recurring customer problems into product feedback and process improvements.
• Success in this role will be measured by improvements in service quality, escalation execution, team capability, coverage, and cross-functional delivery.
• Assurer le leadership technique et opérationnel au quotidien d'une petite équipe distribuée, tout en étant un joueur-coach technique.
• Passer environ 50 % de votre temps à soutenir directement les problèmes des clients, les cas complexes, les escalades et les enquêtes techniques.
• Diriger les escalades et les incidents clients de haute visibilité, en coordonnant les équipes d'ingénierie, de produit, d'exploitation du support et d'autres parties prenantes.
• You use data to identify risks, prioritize work, and allocate team capacity
• You are comfortable leading through influence, ambiguity, and incomplete information
• You are a calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partners
• You balance hands-on customer support with coaching, quality management, and continuous improvement
• Coordinating customer-impacting incidents and internal technical responders
• 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
• 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

Requirements

• 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
• 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

Preferred

• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases
• Experience leading incident reviews, RCAs, operational audits, or security/compliance improvements
• Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflows
• Experience creating technical training, LMS content, knowledge programs, or enablement assessments
• BONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting