Technical Services Engineer, Infrastructure - Weekend

About the team

MongoDB Technical Services Engineers use their outstanding 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 specialists in the entire MongoDB ecosystem, including the database server, drivers, management suite, and services such as Atlas, Cloud Manager, and Compass.

Shift Information:

• Initially work out of the Palo Alto, CA office under the in-office working model, Monday to Friday, for the first 3-6 months depending on ramping speed
• Once ramped, transition to a permanent Wednesday to Sunday, 8am-5pm work week (with 3 in-office days) to provide weekend coverage. Saturdays and Sundays are fully online workdays and not an on-call shift
• Due to the 24/7 nature of the support organization, certain events throughout the year will require volunteering for coverage outside normal work days or hours. These are typically announced weeks in advance with a sign-up system that considers equitability

Cool things you'll do

• Work with the largest and most demanding customers to drive successful implementations of MongoDB Server, MongoDB Search, and managed backups on Kubernetes platforms
• Enhance technical troubleshooting expertise by working on customer use cases, evaluating solutions, customer business pain points, application architectures, and Cloud infrastructure configurations
• Collaborate with enterprise customers to design, implement, and troubleshoot backup strategies for massive production environments, scaling to petabytes of data, while ensuring high availability, disaster recovery readiness, and compliance with retention requirements
• Shape the roadmap of products, tooling, and the core database by providing product feedback

What You Need/What we are looking for

• Patience, empathy, and a genuine desire to help others
• Excellent written and verbal communication skills with internal and external stakeholders
• The ability to think on your feet, remain calm under pressure, and find solutions to challenges in real time
• Strong diagnostic and troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments
• Full understanding of Linux systems and networking concepts, including firewalls, load balancers, performance tuning, and storage management
• 1+ years of experience in a Support role working directly with customers
• 2+ years of experience administering RDBMSs such as Oracle, Postgres, or MySQL. MongoDB experience is preferred
• 3+ years or more of combined experience in the following technical domains (ideally with some experience in the rest):
  • Experience operating and managing Kubernetes clusters
  • Experience with DevOps practices and Infrastructure-as-code
  • Experience with Disaster Recovery situations (backup management, snapshot restores, return-to-service operations)
• 5+ years of mixed experience with Cloud (AWS, GCP, Azure) and on-prem infrastructure administration in a production environment

Bonus Points

• Experience with AI topics, development, and supporting technologies such as Vector Search
• Experience managing large-scale databases (RDBMS, NoSQL, or both) and monitoring them with products like Prometheus or Grafana
• Experience with specific MongoDB products such as Ops Manager, Cloud Manager, Atlas, and Kubernetes Operator/Controller
• Experience coding in one or more of Python, Java, Go, Ruby, C, C++
• Experience with personal test labs and reproducing issues locally to drive resolution
• Experience working on weekends or outside typical business hours

Success Measures

• In 3 months, gain a deep understanding of MongoDB and its ecosystem, and complete New Hire Training
• In 6 months or less, be comfortable working frontline with customers, transition to weekends, and complete the MongoDB Certified DBA Associate exam
• In 12 months or less, become a technical specialist within MongoDB, helping peer engineers with advanced diagnostics and handling technical escalations independently

Benefits

Other benefits for eligible employees may include equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, a 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. These benefits apply only to U.S.-based candidates.

About MongoDB

MongoDB is built for change, empowering customers and people to innovate at the speed of the market. MongoDB's unified database platform helps organizations modernize legacy workloads, embrace innovation, and unleash AI. MongoDB Atlas is available across AWS, Google Cloud, and Microsoft Azure.

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within the application and interview process. To request an accommodation, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.