Role Overview

MongoDB's Escalation Engineer role represents the pinnacle of technical support excellence within our Modern Developer Data Platform. Based in New York City, New York, United States or fully remote across the U.S., this position demands weekend support scheduling (Wednesday-Sunday, Saturday-Wednesday, or Friday-Tuesday) with strict adherence to East Coast Hours (9am-5pm EST). Escalation Engineers tackle our most visible, high-stakes customer issues, blending deep MongoDB expertise, systems engineering mastery, and exceptional communication to deliver rapid resolutions and build lasting customer confidence.

At MongoDB, we're transforming how developers build applications with our NoSQL document database and cloud-native ecosystem. Escalation Engineers work directly with enterprise customers on architecture, performance tuning, disaster recovery, security implementations, and scaling mission-critical deployments. This isn't standard support—it's elite problem-solving for the world's largest MongoDB users, including contributions to internal tools, mentoring, and advocacy with our engineering teams.

Key Responsibilities at MongoDB

As an Escalation Engineer, you'll thrive in high-pressure environments, driving outcomes for customers who rely on MongoDB at massive scale. Key responsibilities include:

• Resolve escalated issues: Dive into complex problems spanning architecture, performance, recovery, and security for top-tier enterprise customers.
• Provide expert guidance: Offer authoritative recommendations on running MongoDB at any scale, from single nodes to global sharded clusters.
• Collaborate cross-functionally: Partner with product management and development teams to advocate for customer needs and influence product roadmap.
• Build support tools: Contribute to software development for performance analysis, benchmarking, and diagnostic tooling.
• Mentor team members: Ramp up new hires and lead knowledge-sharing on emerging MongoDB ecosystem features.
• Analyze workloads holistically: Break down customer use cases across application tiers, database layers, storage, and networking.
• Deliver weekend support: Follow flexible rotation models while maintaining East Coast availability for real-time problem-solving.
• Lead with calm authority: Reduce customer anxiety through clear communication and rapid, effective solutions.
• Drive case ownership: Take full accountability for tricky escalations from initial triage to complete resolution.

Qualifications & Requirements

To succeed as a MongoDB Escalation Engineer, candidates need 7+ years of relevant experience. We value self-taught experts with insatiable curiosity. Must-have qualifications include:

• Strong team collaboration: Ability to synthesize perspectives, lead efforts, and seek help strategically.
• Escalated customer experience: Deep history handling high-impact situations with enterprise accounts.
• Systems engineering expertise: Proficiency in Linux performance tuning, memory management, I/O, security, networking, virtualization, and clustering.
• Storage engineering: Hands-on with SAN/NAS, SSD, multi-pathing, caching, and optimization.
• Production database mastery: Building, tuning, and troubleshooting sophisticated, mission-critical systems.
• Coding proficiency: Comfortable in Java, Python, Ruby, C++, JavaScript, Go, or similar for scripting and analysis.

Bonus points for MongoDB experience, large-scale RDBMS/NoSQL management, LDAP/Kerberos authentication, Git, and AWS/Azure/GCP cloud services.

Salary & Benefits

MongoDB offers competitive compensation for Escalation Engineers in New York City and remote U.S. roles, reflecting the specialized nature of weekend support and enterprise expertise. Success measures include mastering MongoDB in 3 months via New Hire Training and frontline customer confidence by 6 months, including MongoDB Certified DBA certification.

Our benefits package sets us apart:

• Competitive Equity: Meaningful stock options in a high-growth public company.
• Wellness Programs: Comprehensive mental and physical health support.
• MongoDB University: Free access to world-class training and certifications.
• Global Family Leave: Generous policies for life’s big moments.
• Flexible Remote Work: U.S.-wide remote options with East Coast hours.
• Unlimited PTO: Recharge without limits.
• 401(k) Matching: Secure your future.
• Professional Development: Annual stipends for growth.
• Health Savings Accounts: Tax-advantaged wellness savings.
• Employee Stock Purchase: Discounted MongoDB shares.

Why Join MongoDB?

MongoDB is the leading Modern Developer Data Platform, powering applications for 40%+ of Fortune 100 companies. Join a passionate team changing databases forever. As an Escalation Engineer, you'll work with cutting-edge NoSQL technology, influence product direction, and solve problems that matter. Our culture emphasizes collaboration, humor, initiative, and genuine customer success. With offices in New York City and remote flexibility, enjoy a supportive environment that values work-life balance—even on weekends.

Success here means rapid ramp-up: deep MongoDB ecosystem knowledge in 3 months, customer-facing confidence in 6. Contribute to open-source tools, mentor peers, and grow with certifications like MongoDB Certified DBA Associate.

How to Apply

Ready to tackle enterprise MongoDB challenges? Apply now for this Escalation Engineer role in New York City, New York, United States. Submit your resume highlighting systems engineering, database troubleshooting, and customer escalation experience. We're hiring passionate problem-solvers open to weekend schedules. Join MongoDB's Technical Services team and help developers succeed worldwide. Don't miss this opportunity—apply today!