Lead of Technical Services

Join our team as the Lead of Technical Services, where you will directly interface with our largest customers and tackle their most challenging problems. This is a hands-on technical leadership role, where you will mentor a small, distributed team and spend approximately 50% of your time supporting customer issues and complex cases.

Responsibilities

• You will also own frontline service quality, lead high-visibility customer escalations, 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 la qualité du service en surveillant la santé de la file d'attente, l'âge des cas et des discussions, la qualité des diagnostics, la couverture du personnel et l'allocation de la charge de travail.
• Diriger les escalades et les incidents à haute visibilité, en coordonnant les équipes d'ingénierie, de produit, d'opérations de support et d'autres parties prenantes.
• Transformer les problèmes récurrents des clients et les tendances de support en retours d'expérience sur le produit, en améliorations des processus, en formations et en contenu technique réutilisable.
• 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
• Supporting customers through cases, chats, calls, and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun procedures
• Coordinating customer-impacting incidents and internal technical responders
• Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services
• 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

Requirements

• The ideal candidate will have experience in most of the following areas:
• 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
• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases

Preferred

• 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