Senior Technical Services Engineer

MongoDB•Toronto, ON

1d•CA$129,000 - CA$178,000•Hybrid

About The Position

The Technical Services team works with our customers to ensure that their MongoDB deployments are running at their best. From a query performance question on a test Atlas cluster to helping upgrade large self-hosted sharded clusters run by some of the world's best-known global enterprises, the Technical Services team is available 24/7 to help our customers with any aspect of the MongoDB data platform. This deeply technical team is distributed globally, with a variety of backgrounds and expertise to ensure that they can best address any new issue or question. In addition to solving these complex customer challenges, the team also works on internal projects such as software development of support tools for performance tuning, benchmarking, and diagnostics. As MongoDB continues to expand product offerings and features within the MongoDB Atlas Data Platform, MongoDB is looking for a Senior Technical Services Engineer with a background in application search, as well as search-related technologies, who will also provide specialized support for our Atlas Search and Vector Search products. We are looking to speak to candidates who are based in Toronto for our hybrid working model. As a Senior Technical Services Engineer, you’ll be advising customers on strategies and documented practices for making best use of our data platform. This will require you to translate technical concepts and patterns into generalist terms for our customers, helping them understand, install, and use those applications effectively. You’ll also troubleshoot application problems and be an advocate for our users’ needs, collaborating with the MongoDB product management and development teams on their behalf. As a Technical Expert in all-things-search, you will be advising MongoDB field teams on Atlas Search and Vector Search issues, and helping with technical enablement in those areas. You will utilize your exceptional analytical skills and customer service to ensure that MongoDB users are successful with our suite of MongoDB application-layer products. We’re looking for individuals who want to dig into the details of how “big data” and “web-scale” systems are successfully assembled and operated every day by organizations of every size and flavor.

Requirements

5+ years of relevant experience, and 3+ years of search expertise (Elasticsearch (ELK Stack), Lucene, Solr or similar)
5+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL etc. MongoDB experience is preferred.
Experience with Database Performance tuning and benchmarking
Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments
Solid fundamentals in Linux, Networking, and Diagnostics
Experience with scalable and highly available distributed systems
Excellent written and verbal communication skills in English
Patience, empathy and a genuine desire to help people
Ability to think on your feet, remain calm under pressure, and solve problems in real-time
A B.Tech / B.S. or equivalent work experience; if you don’t have a Computer Science degree, but think you can do the job, apply anyway!

Nice To Haves

Experience with Algolia, Lucidworks, Pinecone, Milvus, or similar
Experience with database programming and data models
Advanced experience with Operating System and Networking Core concepts
Certifications - MongoDB, RHCE, Cloud Provider Certifications
Previous SaaS Support Experience
Experience creating Generative AI applications, familiarity with LLMs, Vector Stores, and the latest GenAI paradigms

Responsibilities

Support and guide our strategic customers, focus on day-to-day resolution and proactively drive progress
Work closely with your team and our customers to identify, characterize, solve & recover from problems raised to the Technical Support team
Resolve technical issues through diligent research, reproduction, and troubleshooting, log and server analysis using industry standard as well as bespoke in house developed tools
Build and create standard methodologies for technical troubleshooting across different technologies, and craft Knowledge Articles that contribute to our self-serve support portal
Review and test new features before they are publicly available, including creating internal and customer facing assets, such as knowledge base articles or FAQs
Proactively identify improvement to business processes and policies to solve problems and get things done
Be an advocate for customers’ needs.
Gather feedback from customers and engage the engineering, product, sales and marketing teams to improve our product through regular touchpoints and data driven reporting from the field
Act as focal point and technical subject-matter-expert for assigned customers and their application deployments in Atlas
Coach and mentor junior engineers on the team in new or emerging product areas, as well as cross-training peers in specialty topics