Escalation Engineer

Who you are

You have a strong background in technical support or engineering, ideally with 3+ years of experience in a customer-facing role. Your deep understanding of MongoDB and its ecosystem allows you to tackle complex issues effectively, providing authoritative guidance and recommendations to customers. You possess polished technical communication skills, enabling you to present complex technical details clearly and concisely. Your ability to lead accounts and build customer confidence is exceptional, and you thrive in collaborative environments where you can work closely with both customers and internal teams. You are open to flexible scheduling, including weekends, and can adhere to East Coast hours. You understand the importance of customer satisfaction and are driven to achieve positive outcomes for clients.

Desirable

Experience with cloud-based database solutions or other database technologies is a plus. Familiarity with performance tuning, security, and recovery strategies will enhance your ability to support customers effectively. A background in software development or engineering can also be beneficial, as it allows you to understand customer needs from a technical perspective. You are a problem solver at heart, always looking for innovative ways to address customer challenges and improve their experience with MongoDB.

What you'll do

As an Escalation Engineer at MongoDB, you will be at the forefront of problem-solving for our key customers, addressing their most visible and escalated issues. You will work closely with customers to understand their challenges and provide timely, effective solutions. Your role will involve collaborating with various teams within MongoDB to ensure that customer issues are resolved efficiently and effectively. You will leverage your deep product knowledge to guide customers through complex technical scenarios, helping them to optimize their use of MongoDB. You will also be responsible for developing and maintaining strong relationships with customers, ensuring they feel supported and confident in their use of our products. Your contributions will directly impact customer satisfaction and retention, making your role crucial to the success of our Technical Services team.

What we offer

MongoDB offers a competitive salary range of $101,000—$198,000 USD for this role, along with a comprehensive benefits package that includes health insurance, parental leave, and mental health counseling. You will have the opportunity to work in a dynamic and supportive environment where your contributions are valued. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace. Join us in our mission to change the way people think about databases and help our customers succeed with MongoDB.