Provide technical support to MongoDB customers by diagnosing complex architecture, performance, recovery, security, and deployment issues. Advise customers on operating MongoDB at scale, communicate solutions clearly, advocate for customer needs with product and development teams, and contribute to internal support-tool development. The role requires strong troubleshooting, systems, database, networking, cloud, communication, teamwork, and continuous-learning skills.

Leads a distributed cloud support team as a hands-on technical player-coach. Responsibilities include resolving complex customer issues, managing escalations and incidents, monitoring support quality and queue health, mentoring engineers, improving processes, creating technical documentation and training, and coordinating with Engineering, Product, Security, Legal, Billing, and global support teams.