Escalation Engineer

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data.

MongoDB Technical Services’ Escalation Engineers are at the forefront of problem solving with key customers on our most visible and escalated issues. They combine deep product knowledge and expertise across multiple domains, polished technical communications, and exceptional account leadership to rapidly develop customer confidence and positive outcomes.

This role can be based out of our Toronto office or remotely in Canada, following a weekend support model and requiring adherence to East Coast Hours (9am to 5pm EST).

Responsibilities

As an Escalation Engineer, you will work alongside our largest customers, solving their complex issues - resolving questions on architecture, performance, recovery, security, and everything in between. You will be an expert resource on the best way to run MongoDB at scale and collaborate with our product management and development teams on behalf of customers.

Requirements

• 7+ years of relevant experience
• Strong team partnerships and ability to lead in collaborative efforts
• Deep and nuanced experience working with customers in escalated situations
• Great communication and account leadership skills
• Ability to quickly understand and communicate about customer workloads, use cases, and resiliency criteria
• Coding/scripting proficiency in one or more languages
• Strong systems engineering and troubleshooting experience
• Storage engineering experience
• Experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systems

Bonus Points

• Experience managing large scale databases
• Experience with authentication systems such as LDAP, Kerberos, AD
• Experience using or managing MongoDB
• Experience using distributed version control systems, and in particular git
• Experience using any cloud services stack such as AWS, Azure or GCP

Success Measures

• Gaining a deep understanding of MongoDB and its ecosystem within 3 months
• Confidently working frontline with customers within 6 months
• Handling highly technical and escalated cases independently within 12 months

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.