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EMPLOYER: MongoDB, Inc. 

Job ID: 8861336

Salary Range: $190,000/yr. - $229,000/yr. 

TITLE:Technical Services Engineer

Job Description: Engage with customers to understand their MongoDB-related issues and provide timely solutions. Respond to customer inquiries via various channels (email, chat, phone). Diagnose and troubleshoot complex problems related to database performance, architecture, and security. Document issues and resolutions in a ticketing system (e.g., JIRA) for future reference and knowledge sharing. Advise customers on best practices for deploying and managing MongoDB systems. Conduct architecture reviews to ensure optimal database design and performance. Provide guidance on scaling MongoDB deployments to meet customer needs. Share insights on performance tuning and benchmarking to enhance system efficiency. Act as a liaison between customers and MongoDB’s product management and development teams. Gather customer feedback on product features and functionality. Advocate for customer needs in product development discussions. Participate in product testing and provide input on new features based on customer use cases. Contribute to the development of internal tools and resources that enhance support capabilities. Collaborate with engineering teams to create diagnostic tools for performance analysis. Develop scripts or applications to automate repetitive tasks and improve efficiency. Participate in knowledge-sharing sessions to educate team members on new tools and processes. Create and maintain technical documentation and training materials for both customers and internal teams. Write technical articles, FAQs, and troubleshooting guides to assist customers in resolving common issues. Conduct training sessions for customers on MongoDB best practices and features. Update internal knowledge bases to reflect new findings and solutions. Stay updated on the latest MongoDB features, industry trends, and best practices. Participate in training programs and workshops to enhance technical skills. Engage with the MongoDB community through forums, webinars, and conferences. Experiment with new technologies and methodologies to improve service delivery. Monitor customer systems to ensure optimal performance and availability. Use monitoring tools (e.g., Cloud Manager) to track database performance metrics. Generate reports on system health and performance for customers. Proactively identify potential issues and recommend preventive measures. Must appear in office 3 days per week, 2 days in Palo Alto and 1 day in San Francisco. Working from home permissible 2 days per week.

Requirements: Bachelor’s degree or foreign degree equivalent in Computer Science, Business Administration, Accounting and Auditing, or related field and four (4) years of experience in the job offered or in a related role.

Experience and/or education must include:  

1. Technical Proficiency in MongoDB or similar “no SQL” Database Management Systems, including knowledge of MongoDB Architecture and an understanding of the core components of MongoDB, including collections, documents, indexes, and replication;

2. Managing, configuring, and optimizing MongoDB databases, including backup and recovery processes;

3. Experience with languages: Python, JavaScript, Node.js to assist in troubleshooting and developing support;

4. Ability to write scripts for automating tasks, monitoring systems, and improving operational efficiency;

5. Linux and Windows operating systems, including installation, configuration, and troubleshooting;

6. Understanding of networking concepts, including firewalls, load balancers, and cloud-based resources (e.g., AWS, Azure);

7. Ability to assess and debug database performance and implement tuning strategies to optimize query performance and resource utilization; 

8. Experience with performance monitoring tools and techniques to identify bottlenecks and improve system efficiency; and

9. Respond to customer inquiries via various channels, including email, chat, phone as well as the ability to leverage video call functionality to explain complex technical problems to technical and non-technical audiences.

JOB SITE: 499 Hamilton Ave, Palo Alto, CA 94301 & 88 Kearny St, Suite 500, San Francisco, CA 94108; Must appear in office 3 days per week, 2 days in Palo Alto and 1 day in San Francisco. Working from home permissible 2 days per week.

CONTACT: Please email resume to Apply-Careers@mongodb.com and reference Job ID# 8861336