Cloud Triage Support Associate

Full time customer support live text chat
Customer Support
United States
Hiring from: Anywhere

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list but currently include products such as Cloud Manager, Compass, and Atlas. The Cloud Triage team is responsible for supporting our Atlas customers as they learn to use MongoDB. 

Cool things you’ll do

Our Cloud Triage Support Associates 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 correctly and that our customers get the help they need, regardless of who provides the answers in the end. 

Our Cloud Triage team combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humour to help our customers to be successful with MongoDB around the globe. 

What you need

Our Cloud Triage team has a general knowledge of operating systems, 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:

  • Databases and administration (relational or non-relational)

  • Networking 

  • 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.

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

*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.*

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