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Cloud Support Team Lead

MongoDB· Technical Services
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Hybrid (New York, NY)$0full-timePosted 1w ago

About the role

Technical Team Lead role in MongoDB's Cloud Support group (Hybrid NYC). Leads a small distributed team as a hands-on technical player-coach, balancing direct customer support with coaching, process improvement, and cross-functional collaboration to keep mission-critical deployments online and drive product feedback.

Responsibilities

  • Lead and mentor a small, distributed team as a hands-on technical player-coach
  • Spend approximately 50% of 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
  • Turn recurring customer problems and support trends into product feedback, process improvements, training, and reusable technical content
  • Create and maintain SOPs, knowledge articles, training materials, and retrospectives that improve team capability and consistency
  • Represent Technical Services in cross-functional and cross-region programs, driving execution through influence

Qualifications

  • Calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partners
  • Comfortable leading through influence, ambiguity, and incomplete information
  • Ability to use data to identify risks, prioritize work, and allocate team capacity
  • Balance hands-on customer support with coaching, quality management, and continuous improvement

Skills

Required:Customer support leadershipTechnical troubleshooting (MongoDB Atlas / cloud databases)Incident managementCommunication and collaboration
Last updated Oct 22, 2026. Interested? Apply on the company site.
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