Associate TSE I

3 weeks ago

Vancouver, Canada MongoDB Full time

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manger and scale database deployments. These next-generation systems are a growing list but currently include products such as Atlas, Cloud Manager, Compass, eta to name a few.

We are looking to speak to candidates who are based in Vancouver, Canada for our in office working model.

Cool things you'll do

Our Associate Technical Services Engineers (ATSE) form the front line of our cloud support team, directly responding to questions from our customers on areas such as connectivity, the availability of the Atlas service and questions about the UI or platform features. You will also be working with our engineering teams to escalate more complex customer problems. It's crucial that you ensure that questions are answered quickly and accurately and that our customers get the help they need, regardless of who provides the answers in the end.

Our ATSE team members combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humor to help our customers to be successful with MongoDB around the globe. MongoDB Technical Services puts a strong focus on engineers enabling their peers to be successful by sharing newly gained technical knowledge with the team, either via informal one-to-one conversations, or training and workshop sessions. By documenting solutions in our knowledge base system, Technical Services Engineers will increase the efficiency of our customers, other team members and departments throughout MongoDB.

If you’re passionate about the opportunity to get comfortable working with the cloud every single day and be part of a team that works at the frontier of SaaS services and database systems, this is the role for you.

Responsibilities

Associate Technical Support Engineers will be successful in this role when they can execute the following strategic tasks/responsibilities:

Customer Service: Provide an unparalleled customer experienceProvide valuable product and user feedback to our sales, engineering, and marketing staffReview and test new features before they are publicly available

What We’re Looking For

Our ATSE team has a general knowledge of public cloud, operating systems (Linux, UNIX, windows), networking, databases, and general computing. In order to hit the ground running it would be preferable if you had proficiency in one or more of the following areas:

Cloud (either AWS or another Cloud)Databases and administration (relational or non-relational)Networking basicsProgramming and APIs

The right candidate for this role will have experience with live text chat, technical or non-technical, and be comfortable dealing with customer support questions of various levels of difficulty.

You’ll need to genuinely enjoy helping others, and be good at interpreting their requests. It’s helpful if you have also worked in a support role before, but not required. You will be the first person to have a human connection with our customers and will be chatting with them in real time as they have questions or technical issues. Awareness of tone, clarity of communication, and collaborative spirit is required.

You’ll get bonus points for foreign language skills or previous support experience.

Why MongoDB is a fantastic place to work and build your career

Be a part of the company that is reinventing the database, focused on innovation and speedEnjoy a fun, inspiring culture that is engineering focusedWork with talented people around the globeLearn, contribute, and make an impact on the product and community

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