Technical Services Engineer

Life in MongoDB Technical Services

As part of MongoDB Support, you will work directly with our largest customers on their most complex, mission-critical challenges. You’ll have time to ramp before taking your first escalation, but once you’re in the seat, expect to be stretched every day — technically and professionally — as you grow your expertise and impact.

In Technical Services, customer obsession is our fuel. We:

• Become deeply skilled in the core aspects of MongoDB, then develop specialized expertise in areas like performance, scalability, security, or data modeling
• Combine technical rigor with empathy, communicating clearly and calmly under pressure
• Advocate for our customers’ needs and use what we see in the field to influence product priorities
• Keep critical deployments online and help customers navigate high-stakes incidents with humility and grace
• Turn our experience into learning for others through knowledge articles, internal talks, mentoring, and ramping new teammates

Who You Are

You’re insatiably curious, empathetic, and relentlessly customer-focused. You build trust quickly, communicate clearly in high-stakes situations, and exercise sound judgment about when to collaborate or bring others in. We’re especially excited by self-taught candidates who learn fast, navigate complex systems with confidence, and make the most of the resources around them.

What You Need

The ideal candidate will have experience in most of the following areas:

• Strong Linux systems administration and troubleshooting skills, including performance, memory, I/O, configuration, security, networking, clustering, and storage
• Proven track record supporting and troubleshooting complex, mission-critical production systems for large-scale database-backed enterprise applications, including diagnosing and resolving performance, availability, and stability issues.
• Strong diagnostic and troubleshooting ability - tracing issues end-to-end across the application, database, and infrastructure, including analyzing logs across distributed systems and microservices.
• Familiarity with database administration concepts across RDBMS and/or NoSQL systems; MongoDB experience is preferred
• Experience analyzing customer workloads and translating performance, availability, and scalability requirements into concrete deployment, sizing, and optimization recommendations.
• Experience with cloud infrastructure platforms such as AWS, Azure, or GCP
• Experience with Kubernetes or similar orchestration platforms
• Solid understanding of networking fundamentals - TCP/IP, DNS, TLS, HTTP/S, load balancers, proxies, firewalls, and VPNs - including diagnosing latency and connectivity issues.
• Familiarity with security concepts like authentication, authorization, encryption, certificates, and key management
• Experience analyzing logs and tracing issues across distributed systems or microservices
• Basic scripting or coding ability, and comfort reading code or production automation
• Skilled at translating complex technical issues into clear, empathetic communication that builds customer confidence and trust.
• Patience, empathy, and a genuine desire to help customers and teammates
• Stay calm under pressure, solve problems in real time, and collaborate across multiple teams
• Ability to learn quickly and willingness to ramp on new technologies.

Nice to Have

• Experience with MongoDB products such as Atlas, Cloud Manager, Ops Manager, Compass, or Kubernetes Operator/Controller
• Experience with DevOps and Infrastructure-as-Code practices
• Experience with authentication systems such as OIDC, Kerberos, or Active Directory
• Experience with observability and monitoring tools such as Prometheus and Grafana
• Experience managing large-scale databases
• Experience with backup, restore, disaster recovery, and related operational workflows
• Exposure to AI-related technologies such as Vector Search
• Experience coding in Python, Go, Java, Ruby, C/C++, or similar languages
• Experience reproducing issues locally or maintaining personal test environments
• Experience in working on Network Security or Cyber Security is a plus.
• Awareness of common vulnerability classes and basic threat modeling

Success Measures

In 3 months, you’ll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training

In 6 months, you will be comfortable working frontline with our customers. You will also complete the MongoDB Certified DBA Associate exam

In 12 months, you will be a technical specialist within MongoDB and will be helping your peer engineers in advance diagnostics. Also, you will be encouraged to handle technical escalations independently