Senior Technical Services Engineer, MongoDB

• 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!
• This position is a weekend-based role, requiring availability and coverage on Saturdays and Sundays

Desirable

• 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
• 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
• What you will learn
• The rapidly growing MongoDB product suite, including:
• Atlas (fully managed cloud database service)
• Core database server
• Search related technologies
• Other Tools and connectors - eg: Compass, Connector for BI
• Market-relevant, complementary technologies e.g. Apache Kafka, Kubernetes
• Modern and popular architecture design patterns, methodologies and concerns e.g. microservices, DevOps, cloud, security
• In 3 months, have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training
• In 6 months, be confident working with our customers via cases and calls as needed. You will also complete the MongoDB Associate Atlas Administrator Exam
• In 12 months, be directly and independently engaged in customer management along with necessary product and engineering collaboration, thus ensuring customers are successful and happy with MongoDB and see our data platform as the de facto standard for new projects