Lead, Technical Services

📋 Description

• 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
• Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality
• Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support
• Turn recurring customer problems and support trends into product feedback, process improvements
• Create and maintain SOPs, knowledge articles, training materials, and retrospectives that improve

🎯 Requirements

• Experience supporting customers through cases, chats, calls, and high-severity escalations.
• Experience leading or mentoring a small team of highly technical support engineers
• Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms
• A disciplined diagnostic process covering investigation, customer communication, escalation
• Experience coordinating customer-impacting incidents and internal technical responders
• Experience improving support operations through queue analysis, workload allocation, staffing

🎁 Benefits

• Equity
• Participation in the employee stock purchase program
• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• 401(k) plan