Technical Services Engineer- Weekends

Senior Technical Services Engineer, Cloud 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 Atlas, Cloud Manager, and Compass to name a few. Technical Services Engineers are a key part of our elite Technical Services organization that supports MongoDB customers worldwide, with teams in locations including New York, Austin, Palo Alto, Sydney, Delhi, Dublin and Tel Aviv. If you’re passionate about working with the cloud every single day and being part of a team that works at the frontier of SaaS services and distributed database systems, this is the role for you. We’re looking to speak with candidates local to Palo Alto for our hybrid‑working model, with weekend support focus. This is a weekend‑based role requiring availability and coverage on Saturdays and Sundays. Professional Requirements Special Requirements: Must be a U.S. Citizen. Responsibilities Support and guide our strategic customers, focusing on day‑to‑day resolution and proactively driving progress. Work closely with your team and our customers to identify, characterize, and 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 improvements 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 a 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‑train peers in specialty topics. Success Measures In 3 months, gain a deep understanding of MongoDB and its ecosystem; complete New Hire Training. In 6 months, be confident working with our customers via cases and calls as needed; complete the MongoDB Associate Atlas Administrator Exam. In 12 months, be directly and independently engaged in customer management and necessary product and engineering collaboration, ensuring customers are successful and happy with MongoDB and see our data platform as the de facto standard for new projects. What You Will Learn The rapidly growing MongoDB product suite, including Atlas (fully managed cloud database service), Core database server, Search related technologies, and other tools and connectors such as Compass and Connector for BI. Market‑relevant, complementary technologies such as Apache Kafka and Kubernetes. Modern and popular architecture design patterns, methodologies and concerns such as microservices, DevOps, cloud, and security. What You Need 5+ years of relevant experience with an eye for self‑taught, curious, and multi‑faced candidates. 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 of one or more of the following databases: MongoDB, ElasticSearch, MySQL, Postgres, DynamoDB, or MS SQL Server. Working knowledge of 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. Additional Experience That May Be Helpful Experience with scalable and highly available distributed systems. Experience with Terraform, Kubernetes, Kafka, etc. Certifications – MongoDB, RHCE, cloud provider certifications. Previous SaaS support experience. Benefits Equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully‑paid gender‑neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender‑inclusive health insurance coverage, and other health benefits. Equal Employment Opportunity Statement 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. MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB’s base salary range for this role in the U.S. is $101,000 – $198,000 USD. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include a range of options as described above. Please note that the base salary range listed below and the benefits in this paragraph are only applicable to U.S.‑based candidates. #J-18808-Ljbffr The Consulting Solutions