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Escalation Engineer
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Toronto, Canada MongoDB Full timeJoin 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...
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Escalation Engineer
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Toronto, Canada MongoDB Full timeJoin 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...
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Escalation Engineer
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Toronto, Canada MongoDB Full timeJoin 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...
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Escalation Engineer
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Senior Escalation Engineer
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Senior Escalation Engineer
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Toronto, Canada Island Full timeA fast-growing tech startup in Toronto is seeking an experienced Escalation Engineer to manage complex support cases and work closely with customers. The ideal candidate has over 5 years in Customer Support, especially as a Tier 3 or Escalation Engineer, with strong skills in SaaS, Cloud troubleshooting, and Cyber Security. This is an exciting opportunity to...
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Senior Escalation Engineer
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Toronto, Canada Island Full timeA fast-growing tech startup in Toronto is seeking an experienced Escalation Engineer to manage complex support cases and work closely with customers. The ideal candidate has over 5 years in Customer Support, especially as a Tier 3 or Escalation Engineer, with strong skills in SaaS, Cloud troubleshooting, and Cyber Security. This is an exciting opportunity to...
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Staff Escalation Manager
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Toronto, Canada Snowflake Full timeBuild the future of data. Join the Snowflake team. Snowflake's values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do. Snowflake's Support team is expanding! We are...
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Technical Escalation Manager
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Toronto, Canada EcoOnline Full timeWant to be a part of a company that’s making a difference? We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our...
Escalation Engineer
2 weeks ago
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, through clear presentation of complex technical details, authoritative guidance and recommendations, and timely, effective solutions. Our engineers combine their MongoDB expertise with passion, initiative, collaboration and a great sense of humor to achieve exceptional results for our customers.This role can be based out of our Toronto office or remotely in Canada. This role specifically follows a weekend support model (Wednesday-Sunday, Saturday-Wednesday, or Friday-Tuesday, with the next two days as the week-off) and requires adherence to East Coast Hours (9am to 5pm 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 do MongoDB is on a mission to continue changing the way people think about databases. Along the way, our customers encounter questions and issues about how our approach to databases works for their use case. In Technical Services, it's our job to help our customers succeed with MongoDB. You'll be working alongside our largest customers, solving their 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 our product management and development teams on their behalf. And you'll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics. Additionally, you will also mentor and ramp new team members, and take initiatives in building knowledge of new product lines within the MongoDB ecosystem. What you need You 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. It’s crucial for every candidate that they can check off all of these boxes: 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: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc 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 (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 About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database on the market—helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and nearly 60,000 customers—including 75% of the Fortune 100 and AI-native startups—relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
