Associate TSE I

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). 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 plan to work in our Sao Paulo office (R. Jaceru, 235/225 - Vila Gertrudes, São Paulo - SP, 04705-000, Brazil) at a minimum of 2 days/week with the other days 3 days being open to remote.

Cool things you'll do

Our Associate Technical Services Engineers (ATSE) form 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 customers get the help they need, regardless of who provides the answers in the end.

Our ATSE team members combine 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. MongoDB Technical Services puts a strong focus on engineers enabling their peers to be successful by sharing newly gained technical knowledge with the team, either via informal one-to-one conversations, or training and workshop sessions. By documenting solutions in our knowledge base system, Technical Services Engineers will increase the efficiency of our customers, other team members and departments throughout MongoDB.

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 ATSE team has a general knowledge of public cloud, 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:

• Cloud (either AWS or another Cloud)
• 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 is an equal opportunities employer.