**Job Title: Escalation Engineer**

**Company: MongoDB**

**Location: Toronto Office or Remote (North America)**

**About Us:**
MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database available in over 115 regions across AWS, Google Cloud, and Microsoft Azure.

**Role Overview:**
As an Escalation Engineer within MongoDB Technical Services, you will work at the forefront of problem-solving with key customers on complex and escalated issues. Your deep product knowledge and expertise, combined with polished technical communication and exceptional account leadership, will develop customer confidence and ensure positive outcomes.

**Key Responsibilities:**
- Solve complex customer issues related to MongoDB, including architecture, performance, recovery, and security.
- Collaborate with product management and development teams on behalf of customers.
- Contribute to internal projects, including development of support tools for performance, benchmarking, and diagnostics.
- Mentor new team members and build knowledge of new product lines within the MongoDB ecosystem.

**Qualifications:**
- 7+ years of relevant experience, with a focus on problem-solving and technical support.
- Strong partnership skills with an ability to synthesize various perspectives.
- Experience working across multi-functional teams to resolve impactful customer issues.
- Deep experience in escalated customer engagements and account leadership.
- Proficient in reading and navigating unfamiliar code, with skills in one or more programming languages (e.g., Java, Python, Ruby, C, etc.).
- Strong systems engineering and troubleshooting experience, including Linux performance and security.
- Experience with sophisticated mission-critical production database systems and storage engineering.

**Preferred Experience:**
- Managing large-scale databases (e.g., RDBMS, NoSQL).
- Experience with authentication systems like LDAP or Kerberos.
- Familiarity with MongoDB and cloud services (AWS, Azure, GCP).
- Experience with distributed version control systems, particularly git.

**Success Measures:**
- Within 3 months: Gain a deep understanding of MongoDB and complete New Hire Training.
- Within 6 months: Confidently work frontline with customers and complete the MongoDB Certified DBA Associate exam.
- Within 12 months: Independently handle highly technical and escalated cases.

**Company Culture:**
At MongoDB, we are committed to developing a supportive and enriching culture. We value employee wellbeing and support through programs such as employee affinity groups, fertility assistance, and a generous parental leave policy. We strive to make an impact on the world through our innovative approaches and products.

**Equal Opportunity Statement:**
MongoDB is committed to providing accommodations for individuals with disabilities in our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer.