Cloud Triage Support Associate - Tel Aviv

MongoDB, Tel Aviv, Israel

MongoDB unleashes the power of software and data for innovators everywhere

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 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.

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

*MongoDB is an equal opportunities employer*

About MongoDB

Our Story

MongoDB was founded in 2007 by Dwight Merriman, Eliot Horowitz and Kevin Ryan – the team behind DoubleClick.

At the Internet advertising company DoubleClick (now owned by Google), the team developed and used many custom data stores to work around the shortcomings of existing databases. The business served 400,000 ads per second, but often struggled with both scalability and agility. Frustrated, the team was inspired to create a database that tackled the challenges it faced at DoubleClick.

MongoDB is the leading modern, general purpose database platform, designed to unleash the power of software and data for developers and the applications they build. Headquartered in New York, with offices across North America, Europe, and Asia-Pacific, we are close to where you do business. MongoDB has more than 4,300 customers in over 85 countries, including more than half of the global Fortune 100. The MongoDB database platform has been downloaded over 30 million times and there have been more than 730,000 MongoDB University registrations.

Want to learn more about MongoDB? Visit MongoDB's website.