Associate TSE I

About MongoDB

MongoDB is revolutionizing the database landscape, enabling customers and employees to innovate at market speed. The company has redefined the data platform for the AI era, empowering creators to build, transform, and disrupt industries through software. MongoDB's unified, globally distributed data platform is the market's most comprehensive, assisting organizations in modernizing legacy workloads, embracing innovation, and unlocking AI capabilities. MongoDB Atlas, its cloud-native platform, is the only globally distributed, multi-cloud data platform available across AWS, Google Cloud, and Microsoft Azure. With a global presence and serving over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, MongoDB powers the next generation of software.

Why MongoDB is a Fantastic Place to Work and Build Your Career

• Be part of a company reinventing the database, focused on innovation and speed.
• Enjoy a fun, inspiring, and engineering-focused culture.
• Work with talented individuals globally.
• Learn, contribute, and make a significant impact on the product and community.

Cool Things You’ll Do

As an Associate Technical Services Engineer 1, you will serve as the primary point of contact for customers worldwide, providing high-quality, real-time technical guidance and troubleshooting assistance for MongoDB Atlas, our fully managed cloud database service. This role is ideal for a fast learner who thrives in a high-paced, customer-centric environment and is passionate about solving complex technical challenges. Your primary goal will be to ensure customers receive quick and accurate answers and the help they need. The team combines MongoDB expertise with passion, initiative, teamwork, and a great sense of humor to ensure customer success globally. If you are passionate about working daily with cloud technologies and being part of a team at the forefront of SaaS services and database systems, this role is for you.

Responsibilities

Successful Associate TSE 1s will execute the following strategic tasks:

• Real-Time Support: Serve as the primary point of contact for customers via chat, ensuring rapid response times and maintaining high customer satisfaction.
• Technical Troubleshooting: Diagnose and resolve issues related to MongoDB Atlas, including connectivity, performance tuning, authentication, backup/restore procedures, and cluster configuration.
• Cross-Functional Collaboration: Partner with senior engineering teams and operations to escalate complex issues and provide feedback based on recurring customer trends.
• Proactive Guidance: Educate customers on best practices for database architecture, security, and schema design within the Atlas environment.
• Feature Testing: Review and test new features before their public release.

What We’re Looking For

We consider all candidates, with a particular eye for those who are self-taught, curious, and multi-faceted. You should also possess:

• 2-4 years of relevant experience, either in technical or non-technical customer service.
• Excellent communication skills, both written and verbal.
• General knowledge of operating systems (Linux preferred).
• Understanding of basic network protocols (DNS, TCP/IP, TLS/SSL).
• Fundamental computing concepts.
• The desire and ability to rapidly learn a wide variety of new technical skills.
• Strong teamwork: willingness and ability to seek help from team members when required, and the good judgment to know when to ask for assistance.

Bonus Points

To hit the ground running, experience in any of the following areas would be advantageous:

• Databases and administration (relational or non-relational).
• Cloud Proficiency: Familiarity with cloud platforms (AWS, Azure, or Google Cloud) and distributed systems.
• Basic knowledge of MongoDB.
• Familiarity with monitoring tools (e.g., Datadog, Prometheus, or Atlas-native tools).

About MongoDB

MongoDB is built for change, empowering customers and people to innovate at the speed of the market. They have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB's unified data platform is the most widely available, globally distributed data platform, helping organizations modernize legacy workloads, embrace innovation, and unleash AI. MongoDB Atlas, their cloud-native platform, is the only globally distributed, multi-cloud data platform available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, MongoDB powers the next era of software. The company's Leadership Commitment serves as their compass for decision-making and workplace conduct, defining what makes them MongoDB. MongoDB is committed to developing a supportive and enriching culture for employee growth and business impact, offering resources for employee well-being and professional development. MongoDB provides necessary accommodations for individuals with disabilities during the application and interview process and is an equal opportunity employer.