Explore MongoDB World 2019 announcements

Cloud Triage Support Associate

Palo Alto

The Cloud Triage team is responsible for supporting our Atlas (https://cloud.mongodb.com/) customers as they learn to use MongoDB. Our Cloud Triage Support Associates form the front line of our cloud support team, directly responding to basic technical or account questions from our customers, and routing and managing responses to the more complex questions. It's crucial that you ensure that questions are answered quickly and correctly and that our customers get the help they need, regardless of who provides the answers in the end.  Cloud Triage is a global team so you’ll have the opportunity to chat with global team members and global customers.

Candidate Profile

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 increasing 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 technical 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.

Candidate should demonstrate basic technical proficiency in one or more of the following areas:

  • Databases and administration (relational or nonrelational)
  • Networking 
  • Programming and APIs

We are willing to consider remote applicants for this role, provided that you have previous experience with customer support roles.

Position Expectations

Collaborate with customers to find a solution to their issues. You will also be working with our engineering teams to escalate more complex customer problems.

Success Measures

Cloud Triage Support 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
  • Preview new features for the product based on customer requests

Expected Working Hours

This position is intended to staff regular US business hours, Monday through Friday. There may be occasional scheduled weekend on-call shifts.

*MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.*

To applicants in the European Union: Please find our EU applicant personal information notice here.

To all recruitment agencies: MongoDB does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or MongoDB employees. MongoDB is not responsible for any fees related to unsolicited resumes.