Technical Services Engineer

Provides advanced technical support for enterprise MongoDB deployments, diagnosing database, cloud, infrastructure, networking, performance, and recovery issues. The role requires 5–6 years of engineering experience, including technical support or systems administration, plus strong customer communication skills.

About the job

Responsibilities

Advise customers and solve complex MongoDB problems across database servers, drivers, cloud, and infrastructure.
Support customers with MongoDB Atlas, Cloud Manager, and related automation, backup, and monitoring services.
Resolve complex issues involving architecture, performance, recovery, security, networking, availability, scalability, databases, and infrastructure.
Serve as a technical resource for operating MongoDB at scale and advocate for customer needs with product management and development teams.
Contribute to internal software development projects, including support tools for performance, benchmarking, and diagnostics.
Mentor and ramp new team members and build knowledge of new MongoDB product lines.
Analyze incidents holistically from the application tier through the database, storage, and infrastructure.
Complete MongoDB new-hire training and work toward the MongoDB Certified DBA Associate exam.
Provide frontline customer support, handle technical escalations, and assist peer engineers with advanced diagnostics.

Requirements

5–6 years of total engineering experience, including 3 years in technical support or system administration.
Strong Linux systems administration and troubleshooting skills across performance, memory, I/O, configuration, security, networking, clustering, and storage management.
Understanding of networking concepts and protocols such as DNS, TCP/IP, and SSL/TLS.
Experience supporting and troubleshooting complex mission-critical production systems, including database-backed or enterprise applications.
Experience with cloud infrastructure platforms such as AWS, Azure, or Google Cloud in production environments.
Experience operating, managing, or troubleshooting Kubernetes or similar orchestration platforms.
Familiarity with database administration concepts across relational and NoSQL systems; MongoDB experience preferred.
Experience with backup, restore, disaster recovery, or related operational workflows.
Basic scripting or coding ability and comfort reading production code or automation.
Excellent written and verbal communication skills.
Patience, empathy, calmness under pressure, problem-solving ability, collaboration, and willingness to learn new technologies.

Nice-to-haves

Experience with MongoDB Atlas, Cloud Manager, Ops Manager, Compass, or Kubernetes Operator/Controller.
DevOps and infrastructure-as-code experience.
Experience with LDAP, Kerberos, or Active Directory.
Experience with Prometheus, Grafana, Nagios, or New Relic.
Experience managing large-scale databases.
Exposure to AI technologies such as Vector Search.
Experience with Python, Go, Java, Ruby, C, C++, or similar languages.
Experience reproducing issues locally or maintaining personal test environments.
Experience supporting weekend or non-standard coverage models.

Work Schedule

Initially work in-office Monday through Friday for approximately 3–6 months, depending on ramping speed.
After ramping, work Tuesday through Saturday, 9:00 a.m.–6:00 p.m., with three in-office days.
Weekend work is fully online and is not an on-call shift.
Occasional advance-volunteer coverage outside normal working hours or days may be required due to 24/7 support operations.