Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments.
Lead and mentor a small, distributed team as a hands-on technical player-coach.
Spend approximately 50% of your time directly supporting customer issues, complex cases, escalations, and technical investigations.
Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation.
Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders.
Supporting customers through cases, chats, calls, and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun procedures.
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.
A disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis. Experience leveraging AI tools to broaden…
Experience: Senior-level
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