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Cloud Triage Support Associate



Employer name: MongoDB Australia Pty Ltd

Potition: Cloud Triage Support Associate

Salary: 70,500 AUD

If you’re passionate about the opportunity to work with cloud applications whilst leading a cutting edge team for SaaS offerings and database systems, this is the role for you. 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 (cloud.mongodb.com), Compass, and Atlas. Our Global Cloud Technical Services team provides their profound problem solving and customer service skills to ensure that MongoDB users are successful with our suite of Database-as-a-Service tools.

We look for individuals who want to dig into the details of how “Big Data” and modern distributed infrastructures are successfully assembled and operated by organisations of every size and flavour.

MongoDB is a fantastic place to work and build your career, and here you can be a part of the company that’s reinventing the database, and focused on innovation and speed. Enjoy a fun, inspiring culture that is engineering focused, work with talented people around the globe learn, contribute, and make an impact on the product and community.


  • Assisting customers with technical questions, including but not limited
    too: infrastructure design, database indexing and query optimisation, configuration & debug of network connectivity, security best practices, and API usage.

  • Producing internal documentation around product features.

  • Developing automated reporting using Python and APIs.\Drive customer success by guiding the team to solve fascinating technical problems, all the way from design through
    to production operations.

  • Contribute to internal technical projects, which can include software development, benchmarking, building documentation and training guides.

  • Assist customers with their technical challenges, including but not limited to: infrastructure design, database indexing and query optimisation, configuration & debug of network connectivity, security best practices, and API usage.


    • Patience, empathy, and a genuine desire to help others

    • Strong background in one or more of the following (ideally with some experience in the rest):

    • Software development/designSystems/Network administration/Database administration

    • Performance tuning and benchmarkingTechnical Support on back-end services (example: databases)

    • Excellent communication skills, both written and verbal

  • The ability to think on your feet, remain calm under pressure, and solve problems in real-time

  • Strong diagnostic/troubleshooting process, with significant experience troubleshooting end-to-end technical issues in production environments

Nice to haves

  • Experience coding in one or more of Java, PHP, Python, Ruby, C, C++, C#, Javascript

  • Experience administering large-scale production environments, including hardware, operating systems (Linux or Windows), networks (including firewalls and load balancers)

  • Experience managing large-scale databases (RDBMS or NoSQL or both)

  • Experience using or managing MongoDB.