[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).

Our engineers combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humor to help our customers to be successful with MongoDB.

We are looking to speak to candidates who are based in the United States for our remote working model Monday to Friday, 8am-5pm, for the first 3-6 months, depending on ramping speed. Once considered ramped, they will transition to a permanent (either Wednesday to Sunday, or Saturday to Wednesday) work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift.

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 challenges.
• Resolve questions on architecture, performance, recovery, security, and everything in between.
• Become an expert resource on best practices in running MongoDB at scale.
• Advocate for customers' needs by interfacing with our product management and development teams.
• Deliver rich shared context as part of global incident response for select customers.
• Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.

Qualifications

• Excellent communication skills, both written and verbal.
• 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.
• Good judgment to know when to seek help.
• 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.).
• Experience in leveraging APIs to gather information and initiate actions.
• 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.

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, particularly 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, gain a deep understanding of MongoDB and its ecosystem; complete New Hire Training.
• In 6 months, be comfortable working frontline with customers; complete the MongoDB Certified DBA Associate exam.
• In 12 months, become a technical specialist within MongoDB, helping peer engineers in advanced diagnostics and handling technical escalations independently.

Benefits

• Equity participation.
• 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 database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI.

With offices worldwide and over 60,000 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.