Leads a regional team of MongoDB Support Engineers within a global 24x7 technical services organization. Responsibilities include people management, customer escalations, technical troubleshooting, cross-functional collaboration, hiring and performance management, KPI development, process improvement, and customer advocacy. The role also requires developing team growth plans, supporting MongoDB and Atlas implementations, contributing to knowledge resources, and driving efficiency across follow-the-sun support operations.

Provide high-level administrative support to two VPs in Field Operations: manage complex calendars, travel (including international), events, correspondence, action items, and cross-functional coordination while maintaining discretion and flexibility.

Provide expert technical support to enterprise customers by troubleshooting complex MongoDB, database, infrastructure, networking, storage, security, performance, recovery, and scalability issues. Analyze problems across application, database, and storage layers; advise on architecture and production operations; collaborate with product and development teams; contribute to diagnostic and performance tools; and mentor new engineers. This remote role follows a weekend shift after a six-to-nine-month weekday ramp period.