Senior Technical Services Engineer

MongoDB•Palo Alto, CA

48d•Hybrid

About The Position

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list and currently include products such as Atlas, Cloud Manager and Compass to name a few. Technical Services Engineers are a key part of our elite Technical Services organization that supports MongoDB customers worldwide, with teams in locations including New York, Austin, Palo Alto, Sydney, Delhi, Dublin and Tel Aviv. Our engineers can tell you how MongoDB’s Technical Services Team is Solving Complex Technical Challenges or what life in Cloud Support is like. If you’re passionate about the opportunity to get comfortable working with the cloud every single day and be part of a team that works at the frontier of SaaS services and distributed database systems, this is the role for you. Click here to learn more about our Technical Services team. We are looking to speak to candidates who are based in Palo Alto, CA for our hybrid working model. Why MongoDB is a fantastic place to work and build your career Be a part of the company that’s reinventing the database, focused on innovation and speed Enjoy a fun, inspiring culture that is engineering focused Work with talented people around the globe Learn, contribute, and make an impact on the product and community As a Senior Technical Services Engineer, Cloud you’ll be advising customers on strategies and documented practices for making best use of our cloud products. This will require you to translate technical concepts and patterns into generalist’s 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. 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

You should have 5+ years of relevant experience. We consider all candidates with an eye for those who are self taught, curious, and multi-faceted. Our ideal associate candidate should also have:
Prior working experience in one of the three Cloud Providers (AWS, GCP or Azure)
Advanced experience with Operating System and Networking Core concepts
Solid fundamentals in Linux, Networking, and Diagnostics
Familiarity with the Linux command line and monitoring tools
Fundamental understanding one or more of the following database: MongoDB, ElasticSearch, MySQL, Postgres, DynamoDB, MS SQL Server
Working knowledge in a few of the following topics: IAM, Federated Authentication, SSO, SAML, Encryption, Security, APIs, Disaster Recovery and Backup.
Experience with basic platforms/software such as JIRA, Confluence and Github
Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments
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 scalable and highly available distributed systems
Advanced experience with Operating System and Networking Core concepts
Experience with Terraform, Kubernetes, Kafka etc
Certifications - MongoDB, RHCE, Cloud Provider Certifications
Previous SaaS Support Experience

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