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

• Supporting customers through cases, chats, calls, and high-severity escalations. Preferred
• 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
• Coordinating customer-impacting incidents and internal technical responders
• Improving support operations through queue analysis, workload allocation, staffing coverage

🎁 Benefits

• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases
• Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support
• 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