Senior Technical Services Engineer

Senior Technical Services Engineer (Search)

About

MongoDB's Technical Services team ensures customer deployments are running optimally, providing 24/7 support for the MongoDB data platform. This role specializes in Atlas Search and Vector Search products, advising customers on best practices and troubleshooting application search-related issues.

Responsibilities

• Support and guide strategic customers, focusing on day-to-day resolution and proactively driving progress.
• Work closely with the team and customers to identify, characterize, solve & 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.
• Act as 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.

Requirements

• 5+ years of relevant experience, and 3+ years of search expertise (Elasticsearch (ELK Stack), Lucene, Solr or similar).
• 5+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL etc. MongoDB experience is preferred.
• Experience with Database Performance tuning and benchmarking.
• Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments.
• Solid fundamentals in Linux, Networking, and Diagnostics.
• Experience with scalable and highly available distributed systems.
• 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!