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Escalation Specialist

2 months ago

Toronto, Ontario, Canada MongoDB Full time
About MongoDB

MongoDB is a leading provider of cloud-based database solutions, empowering 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 and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.

About the Role

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 combine their MongoDB expertise with passion, initiative, collaboration, and a great sense of humor to achieve exceptional results for our customers.

Key Responsibilities
  • Work alongside our largest customers, solving their complex issues - resolving questions on architecture, performance, recovery, security, and everything in between.
  • Be an expert resource on the best way to run MongoDB at scale, whatever that scale may be.
  • Collaborate with our product management and development teams on behalf of our customers.
  • Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.
  • Mentor and ramp new team members, and take initiatives in building knowledge of new product lines within the MongoDB ecosystem.
Requirements
  • 7+ years of relevant experience.
  • Strong team partnerships: Understanding of when and how to seek help from team members, skill in choosing from and/or synthesizing potentially conflicting perspectives or approaches, and ability to lead in collaborative efforts.
  • Work across multi-functional teams to resolve extremely impactful customer issues.
  • Deep and nuanced experience working with customers in escalated situations.
  • Great communication and account leadership skills, with a good organizational understanding of customers.
  • Enjoy getting deeply involved in and taking ownership of tricky cases, and driving them through to resolution.
  • Able to quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalability.
  • Comfortable reading and quickly 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, clustering.
  • Storage engineering experience, including SAN, NAS, SSD, multi-pathing, caching, and tuning.
  • 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.
  • Genuine desire to help people, and to increase their confidence and good will.
  • At your best when thinking on your feet, solving problems in real-time, and reducing pressure and anxiety through calm, authoritative technical leadership.
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
  • In 3 months, have gained a deep understanding of MongoDB and its ecosystem.
  • In 6 months, be confident working frontline with our customers.
  • In 12 months, be handling highly technical and escalated cases independently, ensuring customers are successful and happy with MongoDB.