Senior Support Representative, Tier 2

MongoDB is hiring a Senior Support Representative, Tier 2 to join our fully remote team in the United States. As a Senior Support Representative, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (CST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content What we offer: • 401(k) retirement plan with company match • Generous paid time off and company holidays • Paid parental leave • Flexible working hours across US time zones • Home office and wellness stipends How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. MongoDB is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Reliable home internet and a quiet workspace • Empathy and patience • Ability to learn products quickly • Excellent written and verbal communication Nice to have: • A growth mindset and eagerness to keep learning • A track record of taking ownership and shipping independently