Escalation Engineer

MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure.

As an Escalation Engineer at MongoDB, you'll 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. This role involves clear presentation of complex technical details, authoritative guidance and recommendations, and timely, effective solutions.

Key responsibilities include:

• Working alongside our largest customers, solving complex issues
• Resolving questions on architecture, performance, recovery, security, and more
• Being an expert resource on running MongoDB at scale
• Advocating for customers' needs and collaborating with product management and development teams
• Contributing to internal projects, including software development of support tools
• Mentoring new team members and building knowledge of new product lines

Requirements:

• 7+ years of relevant experience
• Strong team partnerships and ability to work across multi-functional teams
• Deep experience in working with customers in escalated situations
• Excellent communication and account leadership skills
• Proficiency in coding/scripting in languages like Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go
• Strong systems engineering and troubleshooting experience
• Storage engineering experience
• Experience with building and maintaining mission-critical production database systems

This role offers the opportunity to work with cutting-edge technology, solve complex problems, and make a significant impact on MongoDB's success and customer satisfaction. Join us in changing the way people think about databases and help shape the future of data management.