Technical Services Engineer, Infrastructure

About the role

You will utilize your exceptional problem-solving abilities and customer service expertise to assist clients with their complex MongoDB challenges. As a specialist in the MongoDB ecosystem, you will work with various components including the database server, drivers, and management tools like Atlas, Cloud Manager, and Compass. We seek individuals who are eager to explore the intricacies of large-scale data systems and contribute to their successful operation. You will partner with enterprise clients to design and implement robust solutions that ensure high availability and performance. This role requires a deep commitment to understanding intricate production environments and providing clear guidance. Your work will directly influence the reliability and success of critical MongoDB deployments. You will play a key role in translating complex technical issues into actionable support plans. This position is ideal for someone passionate about large-scale data infrastructure and dedicated to client success.

Key facts

What you'll do

• Collaborate with major clients to ensure successful implementations of MongoDB Server, MongoDB Search, and managed backups on Kubernetes environments.
• Develop your technical troubleshooting skills by addressing customer use cases, assessing solutions, and understanding application architectures and cloud infrastructure setups.
• Partner with enterprise clients to design and implement backup strategies for extensive production environments, ensuring high availability and compliance with retention policies.
• Provide valuable feedback to influence the development of products and tools within the MongoDB ecosystem.
• Diagnose and resolve complex technical issues in real-time, maintaining composure under pressure during critical incidents.
• Guide clients through the configuration and optimization of networking components, including firewalls and load balancers, for MongoDB deployments.
• Perform in-depth analysis of Linux system performance, storage management, and process-level interactions affecting database operations.
• Lead the implementation of Infrastructure-as-Code practices for reproducible and scalable MongoDB environments on cloud platforms.
• Conduct comprehensive reviews of existing deployments to identify risks and recommend architectural improvements.
• Facilitate knowledge transfer sessions to upskill client engineering teams on MongoDB best practices and operational excellence.
• Coordinate with internal product teams to relay client requirements and drive enhancements in MongoDB tools and services.
• Manage disaster recovery procedures, including snapshot restores and validation of backup integrity for large-scale datasets.
• Monitor system health and performance metrics to proactively identify potential issues before they impact production.
• Document all support activities and resolutions to create a robust knowledge base for future reference.

Requirements

• A patient and empathetic approach with a genuine interest in assisting others.
• Strong verbal and written communication skills for effective interaction with both internal teams and external clients.
• Ability to think quickly and remain composed under pressure while resolving issues in real-time.
• Proven diagnostic and troubleshooting skills with substantial experience in addressing technical problems in production settings.
• Comprehensive understanding of Linux systems and networking principles, including firewalls, load balancers, performance tuning, and storage management.
• At least 1 year of experience in a customer support role.
• Minimum of 2 years of experience managing RDBMSs such as Oracle, Postgres, or MySQL, with a preference for MongoDB knowledge.
• A total of 3 or more years of experience in relevant technical areas, ideally with some exposure to the following:
• Operating and managing Kubernetes clusters.
• DevOps methodologies and Infrastructure-as-code practices.
• Disaster Recovery scenarios, including backup management and snapshot restores.
• Over 5 years of combined experience in cloud platforms (AWS, GCP, Azure) and on-premises infrastructure management in a production context.

Nice to have

• Familiarity with AI technologies and supporting tools such as Vector Search.
• Experience managing large databases (both RDBMS and NoSQL) and monitoring them using tools like Prometheus or Grafana.
• Knowledge of specific MongoDB products such as Ops Manager, Cloud Manager, Atlas, and Kubernetes Operator/Controller.
• Proficiency in programming languages including Python, Java, Go, Ruby, C, or C++.
• Experience in setting up personal test labs to replicate issues for resolution.
• Willingness to work weekends or outside standard business hours.

Skills & tools

• MongoDB ecosystem knowledge
• Kubernetes management
• Cloud infrastructure (AWS, GCP, Azure)
• RDBMS administration
• Networking and Linux systems

Practical notes

This role requires working in the Palo Alto office for the first 3-6 months, transitioning to a Wednesday to Sunday schedule with weekend coverage. The position may involve occasional coverage outside regular hours for special events, with advance notice provided.

MongoDB offers a competitive salary range for this role, between $90,000 and $176,000 USD, based on individual qualifications and experience. Additional benefits include equity options, flexible paid time off, comprehensive parental leave, and health benefits, among others. This compensation and benefits package applies to U.S.-based candidates only.

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.