Associate TSE I-Cloud - MongoDB

The worldwide data management software market is massive (IDC forecasts it to be $136 billion by 2027!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

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 Palo Alto, CA for our hybrid working model.

Cool things you'll do

The Associate Technical Support Engineer- Cloud will be part of 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 customer get the help they need, regardless of who provides the answers in the end.

Our Cloud Triage team combines 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.

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 experience
• Provide valuable product and user feedback to our sales, engineering, and marketing staff
• Review and test new features before they are publicly available.

What We’re Looking For

Our Cloud Triage team has a general knowledge of 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:

• Databases and administration (relational or non-relational)
• Networking basics
• Programming 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 speed
• Enjoy a fun, inspiring culture that is engineering focused
• Work with talented people around the globe
• Learn, contribute, and make an impact on the product and community

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.