Escalation Engineer

Join to apply for the Escalation Engineer role at MongoDB.MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry‑leading developer data platform, MongoDB Atlas, is the only globally distributed, multi‑cloud database available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. MongoDB attracts leaders such as Samsung and Toyota, who rely on MongoDB for next‑generation AI‑powered applications.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. Our engineers bring their MongoDB expertise with passion, initiative, collaboration, and humor to achieve exceptional results for our customers.This role can be based out of our Toronto office or remotely in Canada. It follows a weekend support model (Wednesday–Sunday, Saturday–Wednesday, or Friday–Tuesday) and requires adherence to East Coast Hours (9 am–5 pm EST). If you’re passionate about being an Escalation Engineer working with our largest enterprise customers and are open to flexible, weekend‑oriented scheduling, we encourage you to apply.Cool things you’ll doAs an Escalation Engineer you’ll work alongside our largest customers, solving complex issues—resolving questions on architecture, performance, recovery, security, and everything in between. You’ll be an expert resource on the best way to run MongoDB at scale, whatever that scale may be. As an advocate for customers’ needs, you will collaborate with product management and development teams on their behalf. You’ll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics, mentor and ramp new team members, and own initiatives to build knowledge of new product lines in the MongoDB ecosystem.What you needYou should have 7+ years of relevant experience. We consider all candidates, with an eye for those who are self‑taught, insatiably curious, and multi‑faceted.Strong team partnerships: understanding of when and how to seek help from teammates, skill in synthesizing conflicting perspectives, and ability to lead collaborative effortsWork across multi‑functional teams to resolve extremely impactful customer issuesDeep and nuanced experience working with customers in escalated situationsGreat communication and account leadership skills with a solid organizational understanding of customersEnjoy getting deeply involved in tricky cases and driving them to resolutionAbility to quickly understand and communicate about customer workloads, use cases, and resiliency criteria (performance, availability, scalability)Comfortable reading unfamiliar code; coding/scripting proficiency in one or more languages (Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc.)Strong systems engineering and troubleshooting experience (Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clustering)Storage engineering experience (SAN, NAS, SSD, multi‑pathing, caching, tuning)Experience building, maintaining, tuning, and troubleshooting sophisticated mission‑critical production database systemsExperience analyzing and pursuing issues holistically, from client/application tiers through the database and storage layersGenuine desire to help people and to increase their confidence and goodwillCalm, authoritative technical leadership to solve problems in real timeBonus PointsExperience managing large‑scale databases (e.g., RDBMS, NoSQL)Experience with authentication systems such as LDAP, Kerberos, ADExperience using or managing MongoDBExperience using distributed version control systems, particularly gitExperience using any cloud services stack (AWS, Azure, or GCP)Success MeasuresIn 3 months, gain a deep understanding of MongoDB and its ecosystem and complete New Hire TrainingIn 6 months, be confident working frontline with customers and complete the MongoDB Certified DBA Associate examIn 12 months, handle highly technical and escalated cases independently, ensuring customers are successful and happy with MongoDBTo drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups to fertility assistance and generous parental leave policy, we value your well‑being and support you along every step of your professional and personal journey.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. #J-18808-Ljbffr