MongoDB Technical Services’ Escalation Engineers are at the forefront of problem solving with key customers on our most visible and escalated issues. They combine deep product knowledge and expertise across multiple domains, polished technical communications, and exceptional account leadership to rapidly develop customer confidence and positive outcomes, through clear presentation of complex technical details, authoritative guidance and recommendations, and timely, effective solutions. Our engineers combine their MongoDB expertise with passion, initiative, collaboration and a great sense of humor to achieve exceptional results for our customers.This role can be based out of our Toronto office or remotely in Canada.This role specifically follows a weekend support model (Wednesday‑Sunday, Saturday‑Wednesday, or Friday‑Tuesday, with the next two days as the week‑off) and requires adherence to East Coast Hours (9am to 5pm EST). If you're passionate about being an Escalation Engineer working with our largest enterprise customers and are open to flexible, weekend‑oriented scheduling, we encourage you to apply.Cool things you’ll doMongoDB is on a mission to continue changing the way people think about databases. Along the way, our customers encounter questions and issues about how our approach to databases works for their use case. In Technical Services, it's our job to help our customers succeed with MongoDB. You'll be working alongside our largest customers, solving their complex issues - resolving questions on architecture, performance, recovery, security, and everything in between. You'll be an expert resource on the best way to run MongoDB at scale, whatever that scale may be. As an advocate for customers' needs, you will collaborate with our product management and development teams on their behalf. And you'll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics. Additionally, you will also mentor and ramp recent team members, and take initiatives in building knowledge of new product lines within the MongoDB ecosystem.What you needYou should have 7+ years of relevant experience. We consider all candidates, with an eye for those who are self‑taught, insatiably curious, and multi‑faceted.It’s crucial for every candidate that they can check off all of these boxes:Strong team partnerships:



Understanding of when and how to seek help from team members, skill in choosing from or synthesizing potentially conflicting perspectives or approaches, and ability to lead in collaborative effortsWork across multi‑functional teams to resolve extremely impactful customer issuesDeep and nuanced experience working with customers in escalated situationsGreat communication and account leadership skills, with a good organizational understanding of customersEnjoy getting deeply involved in and taking ownership of tricky cases, and driving them through to resolutionAble to quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalabilityComfortable reading and quickly navigating unfamiliar code, with coding/scripting proficiency in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node.Js, Go, etcStrong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clusteringStorage engineering experience, including SAN, NAS, SSD, multi‑pathing, caching, and tuningExperience building, maintaining, tuning, and troubleshooting sophisticated mission‑critical production database systemsExperience analyzing and pursuing issues holistically, from the client and application tiers, through the database, down to the storage, and any potentially unfamiliar corners in betweenGenuine desire to help people, and to increase their confidence and good willAt your best when thinking on your feet, solving problems in real‑time, and reducing pressure and anxiety through calm, authoritative technical leadershipBonus PointsExperience managing large‑scale databases (e.G. RDBMS, NoSQL)Experience with authentication systems such as LDAP, Kerberos, ADExperience using or managing MongoDBExperience using distributed version control systems, and in particular gitExperience using any cloud services stack such as AWS,



Azure or GCPSuccess MeasuresIn 3 months, have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire TrainingIn 6 months, be confident working frontline with our customers. You will also complete the MongoDB Certified DBA Associate examIn 12 months, be handling highly technical and escalated cases independently, ensuring customers are successful and happy with MongoDBAbout MongoDBMongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database on the market—helps organizations modernize legacy workloads, embrace innovation, and unleash AI. MongoDB’s cloud‑native platform, MongoDB Atlas, is the only globally distributed, multi‑cloud database and is available across AWS, Google Cloud, and Microsoft Azure.With offices worldwide and nearly 60,000 customers—including 75% of the Fortune 100 and AI‑native startups—relying on MongoDB for their most important applications, we’re powering the next era of software.Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.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.Req ID: 3263233695AI is used to review applications based on job‑related criteria and does not replace human decision‑making. The hiring team decide who moves forward.MongoDB’s base salary range for this role in Canada is: $129,000—$178,000 CAD#J-18808-Ljbffr

📌 Escalation Engineer - C$129,000 - C$178,000 A Year (Toronto)
🏢 MongoDB
📍 Toronto