[Hiring] Technical Services Engineer @MongoDB

Role Description

MongoDB Technical Services Engineers use their exceptional problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB problems. Technical Service Engineers are experts in the entire MongoDB ecosystem - database server, drivers, cloud and infrastructure. This also includes services such as Atlas (database as a service), or Cloud Manager (which helps customers with automation, backup and monitoring of their MongoDB systems).

We are looking to speak with candidates based on the east coast for this remote role. After a 6-9 month ramp period, Monday to Friday from 7 AM - 4 PM EST, the schedule will shift permanently to Saturday to Wednesday or Wednesday to Sunday from 7 AM - 4 PM EST. There will be a 20% uplift on your base salary for this weekend shift & there are no on-call requirements for your off days. Shifts include a mandatory 1 hour lunch break.

The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program requires that anyone who is accessing customer data or metadata inside the Authorization Boundary be a US Citizen on US Soil.

Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one's normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability.

Cool things you’ll do:

• Work alongside our largest customers, solving their complex issues.
• Resolve questions on architecture, performance, recovery, security, and everything in between.
• Be an expert resource on standard methodologies in running MongoDB at scale.
• Advocate for customers' needs - working with our product management and development teams on their behalf.
• Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.
• Mentor and ramp new team members.
• Take initiatives in building knowledge of new product lines within the MongoDB ecosystem.

Qualifications

• Systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting.
• Good understanding of Networking concepts and protocols (DNS, TCP/IP, SSL/TLS, etc.).
• Storage engineering experience, including NAS, SAN, SSD, multi-pathing, and caching.
• Experience building and maintaining complex mission-critical production database systems.
• Ability to read code, and basic coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc.
• Broad awareness of customer workloads and use cases, including performance, availability, and scalability.
• Experience analyzing issues holistically, from the application tier through the database, down to the storage.
• Genuine desire to help people.
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
• Desire and ability to rapidly learn a wide variety of new technical skills.
• Collaboration: willingness and ability to get help from team members when required, and the good judgment to know when to seek help.

Requirements

• Be a US Citizen.

Bonus Points

• Experience managing large scale databases (e.g. RDBMS, NoSQL).
• Experience with authentication systems such as LDAP, Kerberos, AD.
• Experience using or managing MongoDB.
• Experience using distributed version control systems, and in particular git.
• Experience using any cloud services stack such as AWS, Azure or GCP.
• Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators.

Success Measures

• In 3 months, you’ll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training.
• In 6 months, you will be comfortable working frontline with our customers. You will also complete the MongoDB Certified DBA Associate exam.
• In 12 months, you will be a technical specialist within MongoDB and will be helping your peer engineers in advance diagnostics. Also, you will be encouraged to handle technical escalations independently.

Benefits

• Equity.
• Participation in the employee stock purchase program.
• Flexible paid time off.
• 20 weeks fully-paid gender-neutral parental leave.
• Fertility and adoption assistance.
• 401(k) plan.
• Mental health counseling.
• Access to transgender-inclusive health insurance coverage.
• Health benefits offerings.

Company Description

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.

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

Our compass at MongoDB is our Leadership Commitment, 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.