Technical Services Engineer- Weekends
Overview
Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list and currently include products such as guiding how and why we make decisions, show up for each other, and win. It's what makes us MongoDB.
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what it's like to work at MongoDB, and help us make an impact on the world!
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MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 federal, state or local laws.
Req ID: 3263285502
MongoDB's base salary range for this role is p
Requirements
Must be a US Citizen
- Be a part of the company that's reinventing the database, focused on innovation and speed
- Enjoy a fun, inspiring culture that is engineering focused
- Work with talented people around the globe
- Learn, contribute, and make an impact on the product and community
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.
As a Senior Technical Services Engineer, Cloud,
- 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
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
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.
- Experience with scalable and highly available distributed systems
- Advanced experience with Operating System and Networking Core concepts
- Experience with Terraform, Kubernetes, Kafka etc
- Certifications - MongoDB, RHCE, Cloud Provider Certifications
- Previous SaaS Support Experience
- 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