Escalation Specialist

4 weeks ago

Toronto, Ontario, Canada MongoDB Full time
About MongoDB

MongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our mission is to enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.

Job Summary

We are seeking a highly skilled Escalation Engineer to join our Technical Services team. As an Escalation Engineer, you will be at the forefront of problem-solving with key customers on our most visible and escalated issues. You will combine deep product knowledge and expertise across multiple domains, polished technical communications, and exceptional account leadership to rapidly develop customer confidence and positive outcomes.

Key Responsibilities
  • 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
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
  • 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
Bonus Points
  • 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
Success Measures
  • In 3 months, have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training
  • In 6 months, be confident working frontline with our customers. You will also complete 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

Language: en

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