Senior Technical Services Engineer- Weekends

Job Summary

As a Senior Technical Services Engineer, Cloud, you'll advise customers on MongoDB cloud products like Atlas, troubleshoot issues, and advocate for user needs by collaborating with product and development teams. This weekend-based role focuses on ensuring customer success with MongoDB's database services.

Responsibilities

• Support strategic customers with day-to-day issue resolution and proactive progress.
• Identify, solve, and recover from technical problems using research, troubleshooting, and analysis tools.
• Build troubleshooting methodologies and create Knowledge Articles for self-serve support.
• Review and test new features, creating knowledge base articles or FAQs.
• Identify process improvements and act as customer advocate.
• Gather customer feedback and engage engineering, product, sales, and marketing teams.
• Serve as technical expert for customer Atlas deployments.
• Coach and mentor junior engineers.

Requirements

• 5+ years of relevant experience.
• Experience in AWS, GCP, or Azure.
• Advanced knowledge of OS and networking concepts.
• Solid Linux, networking, and diagnostics fundamentals, including Linux CLI and monitoring tools.
• Understanding of databases like MongoDB, ElasticSearch, MySQL, Postgres, DynamoDB, or MS SQL Server.
• Knowledge of IAM, SSO, SAML, encryption, security, APIs, disaster recovery, backup.
• Experience with JIRA, Confluence, GitHub.
• Strong troubleshooting in production environments.
• Excellent English communication, patience, empathy, and real-time problem-solving.
• B.S. or equivalent (Computer Science preferred).

Nice-to-Haves

• Experience with scalable distributed systems.
• Terraform, Kubernetes, Kafka.
• Certifications: MongoDB, RHCE, Cloud Provider.
• SaaS support experience.

Compensation

Base salary range: $101,000 - $198,000 USD, plus equity, benefits including 401(k), parental leave, and more (U.S. only).