Technology Support Specialist(MongoDB)

We are Infrrd!

An enterprise AI company leveraging AI and machine learning to streamline human tasks. If youre unfamiliar with us, dont worry! Its pronounced In-fur-d. We are currently looking for a Support Specialist with 3-5 years of experience in providing technical assistance and troubleshooting complex issues, along with proficient skills in MongoDB and has a strong understanding of basic support processes.

What you will do:

Provide L1/L2 technical support and troubleshooting assistance to customers and internal teams.

Diagnose and resolve issues related to MongoDB, including performance tuning, query optimization,

and replication/sharding troubleshooting.

Monitor system alerts, logs, and error reports, escalating issues as needed.

Follow established incident management and escalation processes to ensure timely resolution of

customer queries.

Document known issues, troubleshooting steps, and solutions in the Knowledge Base.

Work collaboratively with development, DevOps, and QA teams to identify root causes and prevent

recurring issues.

Respond to customer tickets via email, chat, and phone, ensuring SLAs are met.

Participate in on-call support as part of the rotational shift schedule.

Someone who has:

3-5 years of experience in a technical support role, preferably in a SaaS or product-based company.

Strong hands-on experience with MongoDB, including queries, indexing, performance tuning, and

troubleshooting.

Good understanding of basic support processes such as incident management, escalation, root cause

analysis (RCA), and ticketing systems.

Familiarity with Linux commands and basic scripting (Bash/Python) for troubleshooting.

Strong problem-solving skills and ability to work in a fast-paced environment.

Excellent communication skills, both verbal and written.

Willingness to work in rotational shifts, including weekends and holidays as needed.

Nice-to-Have:

Experience with SQL and NoSQL databases.

Exposure to monitoring tools like Grafana or New Relic.

ITIL certification or prior experience working in an ITIL-based support environment.

And, along with that, someone who is curious to learn and is a cool person to work with.