Technical Services Lead

Join our team as a Technical Services Lead, where you will directly interface with our largest customers and tackle their most challenging problems. This role requires a hands-on technical player-coach who will provide day-to-day technical and operational leadership while supporting customer issues, complex cases, escalations, and technical investigations. You will also own frontline service quality, lead high-visibility customer escalations and incidents, 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 le leadership technique et opérationnel au quotidien d'une petite équipe distribuée, tout en étant un joueur-coach technique.
• Passer environ 50 % de votre temps à soutenir directement les problèmes des clients, les cas complexes, les escalades et les enquêtes techniques.
• Diriger les escalades et les incidents clients de haute visibilité, en coordonnant les équipes d'ingénierie, de produit, d'exploitation du support et d'autres parties prenantes.

• 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
• Coordinating customer-impacting incidents and internal technical responders
• 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
• Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services
• 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
• The ideal candidate will have experience in most of the following areas:
• Supporting customers through cases, chats, calls, and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun procedures
• Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases
• Experience leading incident reviews, RCAs, operational audits, or security/compliance improvements
• Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflows
• Experience creating technical training, LMS content, knowledge programs, or enablement assessments
• BONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting