Senior Technical Services Engineer, MongoDB

• 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
• 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!

Desirable

• As a 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’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
• 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
• 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