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Database Escalation Specialist
2 months ago
MongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries. As a key member of our Technical Services team, you will play a critical role in helping our customers succeed with MongoDB.
Key Responsibilities- Work closely with our largest customers to resolve complex technical issues, providing expert guidance and recommendations to ensure successful outcomes.
- Collaborate with our product management and development teams to advocate for customer needs and drive product innovation.
- Develop and maintain in-depth knowledge of MongoDB and its ecosystem, staying up-to-date with the latest features and best practices.
- Mentor and support new team members, sharing your expertise and experience to help them grow and succeed.
- Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.
- 7+ years of relevant experience in database administration, technical support, or a related field.
- Strong team partnerships and collaboration skills, with the ability to lead in complex, multi-functional teams.
- Deep experience working with customers in escalated situations, with a strong focus on customer satisfaction and success.
- Excellent communication and account leadership skills, with a good understanding of customer organizational structures and needs.
- Ability to quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalability.
- Comfortable reading and navigating unfamiliar code, with coding/scripting proficiency in one or more languages.
- Strong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, and clustering.
- Experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systems.
- Experience analyzing and pursuing issues holistically, from the client and application tiers, through the database, down to the storage, and any potentially unfamiliar corners in between.
- Experience managing large scale databases (e.g. RDBMS, NoSQL).
- 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.
- In 3 months, gain a deep understanding of MongoDB and its ecosystem, completing New Hire Training.
- In 6 months, be confident working frontline with our customers, completing the MongoDB Certified DBA Associate exam.
- In 12 months, be handling highly technical and escalated cases independently, ensuring customers are successful and happy with MongoDB.
MongoDB is a global company with offices worldwide, and this role can be based out of our Toronto office or remotely in the North America region.
