Senior Technical Services Engineer (Atlas Search & Vector Search) - Toronto

About the Role

The Technical Services team at MongoDB provides 24/7 expert support for customers' MongoDB deployments, ranging from performance tuning on test clusters to upgrading large-scale enterprise solutions. This global, diverse team tackles complex customer challenges and contributes to internal support tool development. As MongoDB expands its Atlas Data Platform, we are seeking a Senior Technical Services Engineer with a strong background in application search and related technologies to offer specialized support for Atlas Search and Vector Search products.

This is a hybrid role, and we are looking for candidates based in Toronto.

What You'll Do

As a Senior Technical Services Engineer, you will:

• Advise Customers: Guide strategic customers on best practices and strategies for utilizing the MongoDB data platform effectively.
• Translate Technical Concepts: Explain complex technical concepts and patterns in accessible terms for customers, ensuring they can understand, install, and use applications successfully.
• Troubleshoot & Advocate: Troubleshoot application problems and act as a user advocate, collaborating with MongoDB product management and development teams.
• Technical Expertise: Serve as a technical expert in search technologies, advising MongoDB field teams on Atlas Search and Vector Search issues and contributing to technical enablement.
• Analyze & Ensure Success: Utilize exceptional analytical skills and customer service to ensure customer success with MongoDB's application-layer products.
• Understand System Architecture: Investigate how 'big data' and 'web-scale' systems are built and operated by organizations of all sizes.

Your Responsibilities at MongoDB

• Provide support and guidance to strategic customers, focusing on daily issue resolution and proactive progress.
• Collaborate with your team and customers to identify, characterize, solve, and recover from issues reported to Technical Support.
• Resolve technical issues through diligent research, reproduction, and troubleshooting, analyzing logs and server data using industry-standard and in-house tools.
• Develop standard methodologies for technical troubleshooting across various technologies and create Knowledge Articles for the self-serve support portal.
• Review and test new features before public release, creating internal and customer-facing assets like knowledge base articles and FAQs.
• Proactively identify improvements to business processes and policies to solve problems and drive efficiency.
• Act as a customer advocate, gathering feedback to inform engineering, product, sales, and marketing teams.
• Serve as the primary technical subject-matter expert for assigned customers and their Atlas application deployments.
• Coach and mentor junior engineers on new product areas and cross-train peers on specialty topics.

What You Will Learn

You will gain deep knowledge of the rapidly growing MongoDB product suite, including:

• Core database server
• MongoDB Atlas (fully managed cloud database service)
• Atlas Full-Text Search, Atlas Vector Search, Atlas Data Lake, Realm, and Charts
• Supporting tools like Ops/Cloud Manager, Compass, Connector for BI, and Connector for Spark
• Market-relevant complementary technologies (e.g., Apache Kafka, Kubernetes)
• Modern architecture design patterns, methodologies, and concerns (e.g., microservices, DevOps, cloud, security)

Requirements to Succeed

We value candidates who are self-taught, curious, and multi-faceted. The ideal candidate will possess:

• Experience: 5+ years of relevant experience, with at least 3 years specifically in search expertise (e.g., Elasticsearch/ELK Stack, Lucene, Solr).
• Database Administration: 5+ years of experience administering RDBMSs such as Oracle, Postgres, MySQL (MongoDB experience is preferred).
• Performance Tuning: Experience with database performance tuning and benchmarking.
• Troubleshooting: Strong diagnostic and troubleshooting aptitude with significant experience resolving end-to-end technical issues in production environments.
• Core Fundamentals: Solid understanding of Linux, Networking, and Diagnostics.
• Distributed Systems: Experience with scalable and highly available distributed systems.
• Communication: Excellent written and verbal communication skills in English.
• Soft Skills: Patience, empathy, and a genuine desire to help people.
• Problem-Solving: Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
• Education: A B.Tech / B.S. degree or equivalent work experience. If you don't have a Computer Science degree but believe you can do the job, please apply!

You May Also Have

• Experience with Algolia, Lucidworks, Pinecone, Milvus, or similar search platforms.
• Experience with database programming and data models.
• Advanced experience with Operating System and Networking Core concepts.
• Relevant certifications (e.g., MongoDB, RHCE, Cloud Provider Certifications).
• Previous SaaS support experience.
• Experience creating Generative AI applications, familiarity with LLMs, Vector Stores, and the latest GenAI paradigms.

About MongoDB

MongoDB is built for change, empowering customers and employees to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified, globally distributed data platform is the most widely available on the market, helping organizations modernize, innovate, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, MongoDB is powering the next era of software. Our compass is our Leadership Commitment, guiding our decisions, interactions, and successes.

We are committed to developing a supportive and enriching culture, offering benefits like employee affinity groups, fertility assistance, and generous parental leave to support employee well-being. Learn more about what it’s like to work at MongoDB.

Compensation & Benefits (Canada)

MongoDB’s base salary range for this role in Canada is $129,000 - $178,000 CAD. Compensation is determined by factors such as skillset, experience, qualifications, and work location. This base salary is part of a comprehensive total compensation and benefits package that may include:

• Equity and participation in the employee stock purchase program
• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• Registered Retirement Savings Plan (RRSP) with employer match
• Mental health counseling
• Backup child and elder care
• Health, dental, and vision benefits

Equal Opportunity Employer

MongoDB is an equal opportunities employer and committed to providing necessary accommodations for individuals with disabilities. Please inform your recruiter if you require accommodation.