IT Support Specialist 3

Team Description:

MongoDB is seeking the newest member of the L2 Support Team. You will join an existing team that provides technical support for all of our global offices and remote staff. This particular role covers support for the US West region and is based in Palo Alto, CA, splitting time between Palo Alto and our SF location.

Our goal is to maximize the efficiency of our colleagues through the use of technology. This means we split our time between providing top-notch end-user support and developing smart solutions aimed at simplifying complicated day-to-day tasks.

Our team manages elements of our internal office tech infrastructure, including email and calendar administration, employee onboarding, network administration, SaaS management, asset management, and more. You will have the opportunity to design, implement, operate, and troubleshoot the systems, services, and tools we own, in both physical and cloud-based environments.

We believe strongly in personal growth and mentorship, so your ability to succeed is directly related to your desire to grow.

Candidate Profile:

Our ideal candidate will have:

• 4+ years of experience in an end-user support role
• A strong desire to grow technically
• Bias for action
• Hands-on familiarity with macOS & Apple hardware administration (AST, DEP, GST)
• Hands-on familiarity with Windows / PC environments
• A naturally strong diagnostic/troubleshooting process, with significant experience troubleshooting real, end-to-end technical issues
• The desire to “automate everything,” combined with the ability to rapidly learn the technical skills necessary to do so
• The ability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form
• A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time
• Ability to travel to the US regional offices as needed
• Experience with technologies in our tech stack such as Zendesk, Google Workspace, Okta, Jira, Zoom, Slack, JAMF, Meraki, Oomnitza
• AI/GAI tooling, automation, and project management experience is a plus!

Position Expectations:

• Expect to travel to San Francisco 1-2 times per week mirroring the IT support performed in Palo Alto
• Help our colleagues maximize their abilities through the effective use of technology: investigate their issues and perform hands-on troubleshooting if necessary
• Provide exceptional support to general staff and executives based in the US West region
• Be a strong technical voice within the organization by providing training for colleagues and developing self-service resources where possible
• Participate in on-call support rotations; be available for off-hour maintenance and upgrades
• Provide support for network, telephone and audio/visual systems, both day-to-day as well as support for company meetings and events
• Configure, deploy, and maintain user devices and accounts, automating the process wherever possible
• Maintain detailed documentation of work completed, using the information gathered to develop self-service knowledge bases and improved user guides

Success Measures:

The IT Support Specialist will be successful in this role when they can execute the following strategic tasks/responsibilities:

• Maintain an accelerated personal growth path:




• In 3 months you’ll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day-to-day IT tasks
• Within 6 months you’ll be actively developing novel solutions to inefficient processes and problems
• By 12 months you’ll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. This could mean anything from becoming a networking wizard to an automation guru; your growth path is largely defined by your interests and desires.




• Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self-service resources, and workflow automations for our colleagues
• Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
• Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our clients' needs and inform automation/optimization efforts

About MongoDB

MongoDB 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. Our 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 over 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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions 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.

REQ ID: 1273359240