Leads a distributed cloud support team as a hands-on technical player-coach. Handles complex customer issues and escalations, coordinates incident response, monitors service quality and queue health, mentors support engineers, improves workflows, and develops training and technical content. The role partners across Engineering, Product, Security, Legal, Billing, and Support Operations while troubleshooting MongoDB Atlas and comparable cloud database environments.

The role involves leading strategic initiatives, partnering with teams, conducting analyses, and communicating insights to improve operational processes at MongoDB.