---
title: 'IT Support Specialist 2 at MongoDB'
canonical: 'https://feeny.ai/job/it-support-specialist-2-mongodb-dublin-2ns56xw0w3xn'
type: 'job'
last_seen: '2026-11-01'
---

# IT Support Specialist 2 at MongoDB

- **Company:** MongoDB
- **Location:** Dublin, Ireland
- **Posted:** 2026-10-29
- **Last confirmed live:** 2026-11-01
- **Apply:** https://www.mongodb.com/careers/job/?gh_jid=8275429

## Job description

Serving as the EMEA anchor for MongoDB's Global Enterprise Technology (GET) team, this position acts as a primary technical DRI for enterprise user support, office technology, and regional incident escalation in the GMT/IST time zone. You hold end-to-end operational responsibility for delivering high-touch, reliable IT services—from onboarding hardware provisioning and daily ticket triage to AV room management and high-visibility regional event support.

This role prioritizes proactive support over passive ticketing. By monitoring system health, verifying endpoint configurations, and identifying friction points early, you ensure business continuity for teams across the EMEA region. You combine strong technical diagnostics across macOS, Windows, identity, and SaaS tooling with hands-on AV expertise for Dublin meeting spaces, acting as a trusted partner to local leaders and cross-functional teams.

The operational foundation of GET relies on intelligent automation, structured workflows, and data-informed decision-making. Routine health checks, diagnostics, and repetitive provisioning tasks are streamlined through intelligent tooling, freeing your focus for complex technical problem-solving, live event execution, and relationship building. In this environment, you are encouraged to leverage emerging AI productivity tools and automation scripts to continuously optimize service delivery.

Success in this role requires technical versatility, disciplined execution in shared team queues, discreet handling of sensitive data, and clear communication across a globally distributed IT organization.

We are looking to speak to candidates who are based in Dublin for our hybrid working model.

## Key Responsibilities

1. Enterprise Support & Technical Ownership

- Queue Ownership: Ownership of the regional end-user support queue. Deliver rapid, high-quality resolution for macOS, Windows, identity, mobile, and SaaS software issues across the EMEA region
- Relationship Management: Partner closely with regional department heads, office administrators, and local stakeholders to maintain strong alignment between IT services and business needs
- Proactive Resolution: Monitor endpoint health and system alerts to remediate device, network, or security issues before they impact productivity
- SLA & Workflow Tracking: Keep structured ticket workflows updated with clear diagnostic notes, tracking work against key SLAs (MTTR, FTTR, and CSAT)

1. Lifecycle Management & Onboarding

- Hardware Provisioning: Manage procurement, device configuration, endpoint deployment, and asset tracking for laptops, mobile devices, and peripherals
- Onboarding Execution: Ensure new hires receive fully configured hardware and role-based application entitlements prior to their start date
- Offboarding & Asset Recovery: Execute secure, compliant offboarding workflows, ensuring timely hardware collection, account deprovisioning, and data destruction standards
- Confidentiality & Data Governance: Handle all employee data, sensitive operational context, and security entitlements in strict compliance with company confidentiality standards and NDA requirements

1. Global Handoffs & Incident Response

- Follow-the-Sun Operational Coverage: Participate in the global 24/7 handoff standard—APAC → EMEA → AMERICAS—passing overnight incidents, open risks, and active escalation threads at shift boundaries
- Escalation Coordination: Hand specialized infrastructure or security elements to L3/Engineering teams while retaining ownership of user-impacting regional threads
- On-Call Rotation: Participate in the regional after-hours or weekend incident rotation, applying quick diagnostic workarounds and escalating according to severity matrices

1. AV Systems, Office Infrastructure & Events

- Conference Room Maintenance: Maintain operational readiness for Dublin office Zoom Rooms, Teams rooms, microphones, displays, and control systems
- Event Support: Lead technical preparation and live support for EMEA All Hands, town halls, quarterly business reviews, and regional leadership meetings
- Network & Workplace Collaboration: Partner with Network/AV Engineering and Facilities teams to resolve physical office connectivity issues, room remediation, and hardware upgrades

1. Process Discipline & AI-Driven Efficiency

- Structured Ticket Hygiene: Maintain accurate ticket estimates, DRI tags, and clear definitions of done in Jira or similar enterprise service desk tooling
- Automation & Toil Reduction: Utilize AI agent-assist tools, virtual assistants, and workflow scripting (Python, PowerShell, or API integrations) to eliminate manual tasks
- Knowledge Management: Author and update internal technical runbooks and end-user self-service documentation in Confluence

Success Measures & Expectations

In this role, success is measured by concrete operational outcomes and your ability to scale regional IT support alongside enterprise growth:

- Service Excellence & SLA Rigor: Maintain a consistent track record of hitting target SLAs (≥95%) across regional queues with flat-to-up CSAT scores, shifting the operational ratio decisively from reactive ticket firefighting to proactive, automated issue resolution
- Day-One Readiness: Achieve 100% on-time hardware and identity provisioning for new hires across EMEA prior to day one, with zero role-based entitlement gaps and auditable asset tracking across all regional inventory
- Global Incident Discipline: Execute seamless follow-the-sun handoffs (APAC → EMEA → AMERICAS) and maintain zero unacknowledged critical incidents during regional on-call shifts, owning incident communication end-to-end
- Flawless Executive & Event Delivery: Deliver zero preventable AV or operational failures during regional All Hands, town halls, and executive QBRs through structured pre-flight checks and continuous conference room testing
- Operational Leverage: Deliver at least one measurable toil-reduction or automation initiative per quarter (leveraging scripts, API integrations, or AI tooling) that tangibly reduces repetitive operational overhead

## Requirements

Required Qualifications

- Experience Level: 3+ years of experience in an IT Support or Systems Specialist role within a modern SaaS or tech enterprise environment
- Tooling Expertise: Strong hands-on experience administration tools including Okta, JAMF, Meraki, Confluence, Jira, and Slack
- Technical Troubleshooting: Demonstrated experience troubleshooting hardware, identity management (SSO/MFA), network connectivity, and cloud software applications
- AV & Event Operations: Proven capability in supporting meeting room AV infrastructures and live company events
- Automation & AI Integration: Experience working with workflow automation platforms, scripting tools (Python, PowerShell, or Bash), or AI agent-assist platforms
- Operational Flexibility: Flexibility to participate in an on-call rotation and occasional early morning / late evening coverage for global events or shift handoffs

## Nice to Have

- Certifications: Relevant industry certifications (Okta Administrator, Jamf Certified Tech, CompTIA Network+/Security+)
- Global Operations: Prior experience with enterprise follow-the-sun global handoff models
- Integrations & Development: Exposure to REST APIs for building custom IT service integrations

## 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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform 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 data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our [Leadership Commitment,](https://www.mongodb.com/company) 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](https://www.mongodb.com/company/blog/culture/employee-benefits-that-make-a-difference-at-mongodb), 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](https://www.mongodb.com/blog/channel/culture), 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 is an equal opportunities employer.

Req ID: 3273580373

## About MongoDB

## Company Overview
- **One-liner**: MongoDB provides a modern, multi-cloud data platform that enables organizations to build, deploy, and run data-intensive applications at scale.
- **Entity Type**: Public (NASDAQ: MDB)
- **Headquarters**: New York, USA
- **Founded**: 2007 (as 10gen; renamed MongoDB in 2013)
- **Founders**: Dwight Merriman, Eliot Horowitz, Kevin Ryan

## Core Business
- **Primary industry**: Database software and data platform (document-oriented NoSQL, multi-cloud, AI‑ready)
- **Target customers**: B2B – enterprises, SMBs, and individual developers; also B2C via embedded applications
- **Mission**: “Unleash the power of software and data” [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]

## Products & Services
- **MongoDB Atlas** – Fully managed, multi-cloud database service (AWS, Azure, GCP) with built‑in analytics, serverless, and vector search capabilities. [[mongodb.com](https://www.mongodb.com/)]
- **MongoDB Enterprise Advanced** – Self‑managed database for on‑premises or private cloud deployments, with enterprise‑grade security and support.
- **MongoDB Community Server** – Free, open‑source document database for development and small‑scale production.
- **MongoDB Atlas Search & Vector Search** – Integrated search and AI‑driven vector capabilities on the same data platform.
- **MongoDB Realm / Device Sync** (legacy) – Mobile and edge data synchronization (superseded by Atlas Device SDKs).

## Market Standing
- **Valuation/Market Cap**: Not publicly available from provided sources (publicly traded; refer to stock exchange data).
- **Key Metric**: Annual revenue – reported in SEC filings (10‑K for fiscal year ended January 31, 2025) [[investors.mongodb.com](https://investors.mongodb.com/static-files/2e35ada9-36d6-4ea2-a03a-bbba3b559770)].
- **Notable Investors/Partners**: 1,000+ technology and service partners; over 67,000 customers across industries [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)].
- **Growth Signals**:
  - 5,550 total employees (as of mid‑2026) [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)]
  - 175,000+ builders (developers) joining the platform every month [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]
  - Named “Best Place to Work in 2026” by Built In (Large Companies) [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)]
  - Recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Cloud Database Management Systems (4th consecutive year) [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]

## Competitive Advantages
- **Document model flexibility** – Schema‑less design allows rapid iteration and handling of diverse data types.
- **Multi‑cloud native** – Same developer experience across AWS, Azure, and GCP, reducing lock‑in.
- **Developer‑centric ecosystem** – Rich drivers, tools (Compass, Shell, VS Code extension), and a large community.
- **AI‑ready platform** – Native vector search and retrieval‑augmented generation (RAG) capabilities for generative AI workloads.
- **Strong partner & customer base** – Thousands of partners and a massive installed base (67k+ customers) create network effects.

## Strategic Focus
- **AI and vector workloads** – Deepening support for AI/ML use cases (vector search, RAG, Atlas for generative AI).
- **Hybrid and flexible work** – Offering in‑office, flexible (1–2 days per week), fully remote, and customer‑facing remote models to attract top talent [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Sustainability** – Reducing waste and carbon footprint (e.g., 58% waste reduction in FY24, 100% LED office lighting) [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)].
- **Developer education & ecosystem growth** – Expanding free tier, certifications, and community programs to drive platform adoption.

## Why Work Here
- **Culture & values**: Guided by principles like “Build Together,” “Make it Matter,” “Own What You Do,” and “Be Intellectually Honest” [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Inclusion**: Active Diversity, Equity & Inclusion programs and Employee Resource Groups (e.g., Veterans ERG) [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Flexible work models**: Options for in‑office, flexible hybrid, fully remote, and customer‑facing remote; 14 offices globally [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)].
- **Benefits**: Competitive compensation, plus benefits across four pillars – physical, emotional, financial, and family & community [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Career growth**: Leadership development programs, mentorship for students/graduates, and a “think big, go far” ethos.

## Sources
1. [MongoDB Careers Page](https://www.mongodb.com/company/careers)
2. [MongoDB About Page](https://www.mongodb.com/company?jmp=footer)
3. [MongoDB Homepage](https://www.mongodb.com/)
4. [MongoDB 10‑K (March 2025)](https://investors.mongodb.com/static-files/2e35ada9-36d6-4ea2-a03a-bbba3b559770)
5. [MongoDB Culture on Built In](https://builtin.com/company/mongodb/faq/culture-values)

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