Associate TSE II

About the role

You will join the technical services team to assist our global customers in navigating complex database challenges. This role involves deep technical analysis of the MongoDB ecosystem, including Atlas and Cloud Manager, to ensure high performance and reliability for our users. You will be responsible for diagnosing intricate issues that arise in production environments and providing clear, actionable resolutions. The position requires a proactive approach to understanding customer pain points and translating them into technical requirements for internal teams. You will serve as a critical link between the end-user and the engineering organization. Success in this role depends on your ability to manage multiple concurrent investigations while maintaining a high standard of quality. You will contribute directly to the reliability and satisfaction of MongoDB's customer base.

Key facts

What you'll do

• Investigate and resolve complex customer inquiries regarding database architecture, security protocols, recovery procedures, and performance optimization strategies.
• Function as a technical authority on the operation and deployment of MongoDB environments at enterprise scale across diverse infrastructure landscapes.
• Translate and represent detailed customer requirements and critical issues to internal product management and engineering development teams.
• Design, construct, and maintain internal diagnostic tools, benchmarking suites, and performance analysis dashboards to improve troubleshooting efficiency.
• Provide expert guidance on best practices for deploying, managing, and scaling MongoDB deployments in cloud and on-premises contexts.
• Analyze system logs, metrics, and trace data to identify root causes of outages, latency spikes, and data integrity anomalies.
• Collaborate with cross-functional partners to deliver comprehensive solutions that address the full scope of the customer's technology stack.
• Evaluate new releases of MongoDB products and features to assess their impact on existing customer workloads and operational procedures.
• Document complex technical interactions, resolutions, and configurations to build a reusable knowledge base for the support organization.
• Mentor less experienced team members on technical methodologies and problem-solving approaches for difficult database scenarios.

Requirements

• Possess 3 to 5 years of relevant professional experience in technical support, database administration, or a related field.
• Bring a background in at least one of the following disciplines: systems administration, distributed systems, network administration, database architecture, application architecture, or data design.
• Demonstrate experience managing large-scale production environments that involve hardware, operating systems such as Linux or Windows, and networking components like firewalls and load balancers.
• Show proficiency with major cloud platforms, specifically AWS, Azure, or Google Cloud Platform, including core services and networking configurations.
• Exhibit excellent verbal and written communication skills to interact effectively with technical and non-technical stakeholders.
• Prove ability to troubleshoot complex issues under pressure while maintaining composure during real-time problem solving.
• Display a strong collaborative mindset with the judgment to know when to seek assistance from senior engineers or specialized teams.
• Adhere to company policies and security procedures rigorously to ensure the integrity of customer data and environments.
• Be willing to work flexible hours, including occasional early mornings or late evenings, to support critical customer incidents across time zones.
• Comply with onboarding requirements, including background checks and necessary documentation for employment eligibility.

Nice to have

• Demonstrate proficiency in one or more of the following programming or scripting languages: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, PHP, or Perl.
• Possess experience with infrastructure as code tools or container orchestration platforms such as Kubernetes, Docker, or similar technologies.
• Have a foundational understanding of database replication, sharding, and high availability architectures.

Practical notes

• You must complete New Hire Training within 3 months of joining the company.
• You are expected to pass the MongoDB Certified DBA Associate exam within 6 months of starting in the role.
• You will work toward joining a technical experts group and handling independent escalations within 12 months of employment.
• The requisition identification number for this position is 2273434044.
• MongoDB provides reasonable accommodations for individuals with disabilities during the application and interview process; please notify your recruiter if such assistance is required.

About the company

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software.