Remote Escalation Engineer

Summary

Join MongoDB Technical Services as an Escalation Engineer and be at the forefront of problem solving with key customers on our most visible and escalated issues. You'll combine deep product knowledge and expertise across multiple domains, polished technical communications, and exceptional account leadership to rapidly develop customer confidence and positive outcomes.

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: 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

Responsibilities

• Solving complex issues for customers, resolving questions on architecture, performance, recovery, security, and everything in between
• Being an expert resource on the best way to run MongoDB at scale, whatever that scale may be
• Collaborating with product management and development teams on behalf of customers
• Contributing to internal projects, including software development of support tools for performance, benchmarking, and diagnostics
• Mentoring and ramping new team members
• Taking initiatives in building knowledge of new product lines within the MongoDB ecosystem

Preferred Qualifications

• 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

Benefits

• Employee affinity groups
• Fertility assistance
• Generous parental leave policy