Escalation Engineer

About the Escalation Engineer Role at MongoDB

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 East Coast offices or remotely in the United States.

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

• 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.
• 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.

Key skills/competency

• Customer Escalation Management
• MongoDB Expertise
• Technical Communication
• Account Leadership
• Systems Engineering
• Database Troubleshooting
• Coding/Scripting
• Linux Performance Tuning
• Storage Engineering
• Problem Solving