Remote Sr. MongoDB Escalation Specialist

Summary

The job is for a Senior MongoDB Engineer at Percona, involving technical support services for MongoDB, maintaining documentation, staying updated on technology trends, and collaborating with other departments. The ideal candidate should have expert-level knowledge of MongoDB, excellent Linux skills, prior technical support experience, fluent English communication skills, a customer service oriented attitude, strong work ethic, ability to communicate clearly under pressure, availability for 24x7 on call roster, mentoring/coaching skills, ability to work independently, and a desire to travel internationally.

Requirements

• Expert-level knowledge of MongoDB
• Excellent Linux skills and familiarity with debugging issues at code level
• Prior technical support experience is a must have - including providing services to agreed SLA’s
• Fluent written and spoken English communication skills
• Professional, customer service oriented attitude
• Strong work ethic and entrepreneurial approach
• Ability to communicate clearly and professionally under pressure
• Availability to participate in a 24x7 on call roster for escalation purposes
• Mentoring/coaching skills
• Ability to work independently with minimal direction
• Desire to travel internationally and speak at Percona Live and other conferences

Responsibilities

• Ownership of technical support tickets related to MongoDB and related technologies
• Serve as a Level 3 escalation point and resource for Support and Global Services regarding MongoDB customer issues
• Ensure that tickets are kept up to date and driven to resolution
• Maintain up to date technical and non-technical documentation related to MongoDB
• Be at the forefront of Percona blogs and look to research and identify gaps in the customer knowledge base, adding technical and thought leadership articles
• Keep current regarding the latest technology trends in the MongoDB community
• Team knowledge transfer regular update and training to the whole of Support
• Webinar recordings
• Spot checks /QA

Preferred Qualifications

Related Kubernetes knowledge

Benefits

• Remote work
• Flexible hours
• Paid time off
• Funding for training, certifications, conferences
• Equity incentive plan