IT Support Specialist at MongoDB

| Austin
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MongoDB is seeking the newest member to join their IT Support Team. You will join an existing team that provides technical support for all of our global offices and remote staff. This role covers support for the US West / APAC East region and is based in Austin, TX.

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 all elements of internal office tech infrastructure, including: email administration, employee onboarding, network administration, security access, 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:

  • 0-2 years of experience in an end-user support role
  • A strong desire to grow technically
  • Hands-on familiarity with macOS & Apple hardware administration
  • Hands-on familiarity with Windows / PC environments as well as bootcamp for macOS
  • 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 we use (preferred):
    • macOS Server, Linux, VoIP, Confluence, JIRA, Google Apps, JAMF, Meraki
  • Linux administration, automation and project management experience are a plus!

Position Expectations:

  • Help our colleagues maximize their productivity through the effective use of technology: if necessary, investigate their issues and perform hands-on troubleshooting
  • Provide exceptional support to 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 wherever 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 a Python Ninja; 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 improve automation/optimization efforts 

*MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.*

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Technology we use

  • Engineering
    • MongoDBDatabases

Location

3711 S MoPac Expy, Austin, TX 78735

An Insider's view of MongoDB

How would you describe the company’s work-life balance?

MongoDB selects intelligent and capable individuals who are motivated to capitalize on the massive opportunity in front of us. Although we are chasing this opportunity, there is incredible work-life balance in the form of numerous team outings and a flexible PTO policy.

Chris

Corporate Account Executive

What does your typical day look like?

On a typical day, I work on new accounts, renewals, and meet with prospects. I speak with executives and developers about their applications and get to be at the forefront of the newest technologies! It's great to work for a business that your clients love. We get the best support from our leaders and training to keep us sharp on our skills.

Jessica

Corporate Account Executive

How does the company support your career growth?

MongoDB has grown exponentially over the past few years and as a result, there are numerous opportunities for career advancement. To keep pace, the company is constantly investing in developing its people to lead the next phase of our organization. For those looking to take their career to the next level, there is no place better than MongoDB.

James

Customer Success Manager

What unique initiatives do you have that encourage innovation?

The SDR Team is constantly re-evaluating and improving the way we support and add value to the rest of the Sales Org. In fact, on a quarterly basis, each person on the team proposes and executes a 'team improvement project,' which is something that they feel will add value to the team. These projects ensure that each SDR constantly innovates.

Gigi

Director of Sales Development

How do you collaborate with other teams in the company?

In any organization, it is essential for teams and departments to work together seamlessly in order to be effective. At MongoDB, the people and their ability to work together is a large reason for its success. Our sales teams interact with other business units on a daily basis.

Brent

Regional Sales Director

What are MongoDB Perks + Benefits

MongoDB Benefits Overview

At MongoDB, our employees get to make a huge impact and disrupt the database software industry every day. However, making a large impact isn’t the only perk of working at MongoDB. We also provide our employees with the resources they need to thrive in many aspects of their lives. We’re devoted to creating an open, innovative, and supportive environment for our team.

From flexible PTO and yoga classes, to fertility assistance and an amazing parental leave policy — the opportunity to make an impact at MongoDB is real and we want to support all of our employees in that journey.

Take a look at just some of the benefits we offer our employees.

Culture
Volunteer in local community
Since its September launch, MongoDB serves ATX has donated over $7,000 to organizations in the local Austin Community!
Partners with Nonprofits
Our Austin office partners with a variety of local charities and non-profits such as Habitat for Humanity, Doc & Gayle Young Food Drive, and more.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
MongoDB provides Backup child care assistance.
Generous Parental Leave
MongoDB offers 20 weeks of paid parental leave for both mothers and fathers, and 4 additional weeks of flexible work arrangements for employees who have been with the company for at least 12 months.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
MongoDB sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
MongoDB hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Learn about our Upskill program for SDRs to grow into a corporate sales role: https://www.mongodb.com/blog/post/mongodbs-sdr-upskill-program-the-path-from-sales-development-to-corporate-sales

Additional Perks + Benefits

To read about all of our benefits, take a look at this blog post: https://www.mongodb.com/blog/post/employee-benefits-that-make-a-differe…

We offer: Family support programs, fertility and adoption assistance, flexible PTO, employee affinity groups, mental health benefits, wellness and event programs, global mobility options, and more!

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