The opportunity
Technical Services has nearly 500 global team members in offices spanning the entire globe. The team has offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, Dublin, and Buenos Aires.
What you'll do
Diagnosing and resolving performance related issues, leading structured: investigations, root-cause analysis, and recovery efforts across multiple technical layers
Advising on design and architecture including global distribution and: replication of data to support high availability, low latency and meeting data sovereignty requirements
Owning complex and high-impact customer investigations involving AI applications and agentic workflows
Advising on upcoming roadmap features and advocating for the customer in: articulating business cases to drive issue resolution
Creating and improving troubleshooting methodologies, knowledge articles,: diagnostic scripts, and reusable runbooks
Globally collaborating with peer teams to provide seamless and efficient: regional handovers of follow-the-sun issues
What they're looking for
- Continuously learning and growing skills via participation in training,: maintaining industry awareness and development of training to share subject matter expertise more broadly across the team
- Increasing case-deflection numbers by contributing to knowledge-base,: distributing knowledge to peers and the general MongoDB community
- Reviewing recurring issues and identifying opportunities to improve support: processes, tooling, and customer self-service
- Working on named accounts to build rapport and an in-depth understanding of: customer architecture and environment(s) while encouraging expansion of use
