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Technical Services Engineer, Infrastructure - Weekend
mongodb
Overview
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
- We are looking to speak to candidates who are interested in working out of our Palo Alto, CA office under our in-office working model Monday to Friday for the first 3-6 months depending on ramping speed.
- Once considered ramped, they will transition to a permanent Wednesday - Sunday 8am-5pm work week (with 3 in-office days) 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.
- Be a part of the company that's reinventing the database, passionate about innovation and speed
- Enjoy a fun, inspiring culture that is engineering focused
- Work with exceptionally talented people around the globe
- Learn, contribute, and make an impact on the product and community
- In this cross‑functional role as a Technical Services Engineer, you will work with the largest and most demanding customers to drive successful implementations of MongoDB Server, MongoDB Search, and managed backups on Kubernetes platforms
- Enhance your technical troubleshooting expertise and experience as a TSE (Technical Services Engineer) 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
- Opportunity to shape the roadmap of products, tooling, and the core database by providing product feedback
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. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and nearly 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.
Requirements
- Patience, empathy, and a genuine desire to help others
- Excellent communication skills, both written and verbal, 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/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, storage management
- 1+ years of experience in a Support role working directly with customers.
- 2+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL etc. 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 in 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)
- Experience operating in 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.
- Experience with AI topics, development, and supporting technologies such as Vector Search
- Experience managing large-scale databases (RDBMS or NoSQL or both) and monitoring them via products like Prometheus or Grafana
- Experience with specific MongoDB products like Ops Manager, Cloud Manager, Atlas, 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 of issues
- Experience working on weekends or outside of typical business hours
- In 3 months, you'll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training
- In 6 months or less, you will be comfortable working frontline with our customers and will have transitioned to weekends; You will also complete the MongoDB Certified DBA Associate exam
- In 12 months or less, you will be a technical specialist within MongoDB and will be helping your peer engineers in advanced diagnostics. Also, you will be encouraged to handle technical escalations independently