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

About the Role

The Technical Services team at MongoDB provides 24/7 expert support for customers' MongoDB deployments, ranging from query performance on test clusters to upgrading large self-hosted environments for global enterprises. This globally distributed, highly technical team addresses complex customer challenges and contributes to internal support tool development for performance tuning, benchmarking, and diagnostics. As MongoDB expands its Atlas Data Platform, we are seeking a Senior Technical Services Engineer with expertise in application search and related technologies to provide specialized support for our Atlas Search and Vector Search products.

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

What You'll Do

As a Senior Technical Services Engineer, you will:

• Advise Customers: Guide strategic customers on best practices and strategies for maximizing the value of the MongoDB data platform.
• Translate Technical Concepts: Effectively communicate complex technical concepts and patterns to customers, ensuring they understand, install, and use applications successfully.
• Troubleshoot & Advocate: Troubleshoot application problems and serve as an advocate for user needs, collaborating closely with MongoDB's product management and development teams.
• Technical Subject Matter Expert: Act as a technical expert in all search-related areas, advising MongoDB field teams on Atlas Search and Vector Search issues and contributing to technical enablement.
• Drive Customer Success: Leverage exceptional analytical skills and customer service to ensure users are successful with MongoDB's application-layer products.
• System Architecture Insights: Investigate the intricacies of how 'big data' and 'web-scale' systems are successfully assembled and operated daily by diverse organizations.

Your Responsibilities at MongoDB

• Support and guide strategic customers, focusing on day-to-day issue resolution and proactive progress.
• Collaborate with your team and customers to identify, characterize, solve, and recover from problems reported to the Technical Support team.
• 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 diverse technologies and craft Knowledge Articles for our self-serve support portal.
• Review and test new features prior to public release, 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 enhance efficiency.
• Act as a strong advocate for customer needs.
• Gather customer feedback and engage engineering, product, sales, and marketing teams to drive product improvements through regular touchpoints and data-driven reporting.
• Serve as the focal point and technical subject-matter expert for assigned customers and their Atlas application deployments.
• Coach and mentor junior engineers on new or emerging product areas, and cross-train peers in specialty topics.

What You Will Learn

You will gain in-depth knowledge of the rapidly expanding MongoDB product suite, including:

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

Requirements to Succeed

We seek candidates who are self-taught, curious, and multi-faceted. The ideal associate candidate should possess:

• Experience: 5+ years of relevant experience, with a minimum of 3 years 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 perform 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.
• Certifications such as MongoDB, RHCE, or 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 our customers and people 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 legacy workloads, embrace innovation, 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, relying on MongoDB for their most critical applications, we are powering the next era of software. Our compass is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win.

We are committed to developing a supportive and enriching culture for everyone. From employee affinity groups to fertility assistance and generous parental leave, we value our employees’ well-being and support them throughout their professional and personal journeys. 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.