MongoDB · 2 months ago
Senior Technical Services Engineer
Palo Alto
Full-time
Hybrid
Mid, Senior Level
$101K/yr - $198K/yr
5+ years expMongoDB is a company reinventing the database, focused on innovation and speed. As a Senior Technical Services Engineer, Cloud, you will advise customers on strategies for using cloud products, troubleshoot application problems, and collaborate with product management and development teams to enhance user experience.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
Responsibilities
Support and guide our strategic customers, focus on day-to-day resolution and proactively drive progress
Work closely with your team and our 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 improvement to business processes and policies to solve problems and get things done
Be 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 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-training peers in specialty topics
Qualification
Required
5+ years of relevant experience
Prior working experience in one of the three Cloud Providers (AWS, GCP or Azure)
Advanced experience with Operating System and Networking Core concepts
Solid fundamentals in Linux, Networking, and Diagnostics
Familiarity with the Linux command line and monitoring tools
Fundamental understanding one or more of the following database: MongoDB, ElasticSearch, MySQL, Postgres, DynamoDB, MS SQL Server
Working knowledge in a few of the following topics: IAM, Federated Authentication, SSO, SAML, Encryption, Security, APIs, Disaster Recovery and Backup
Experience with basic platforms/software such as JIRA, Confluence and Github
Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments
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!
Preferred
Experience with scalable and highly available distributed systems
Advanced experience with Operating System and Networking Core concepts
Experience with Terraform, Kubernetes, Kafka etc
Certifications - MongoDB, RHCE, Cloud Provider Certifications
Previous SaaS Support Experience
Benefits
Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings
Company
MongoDB
MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
5001-10000 employees
H1B Sponsorship
MongoDB has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (150)
2023 (133)
2022 (79)
2021 (51)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$311MKey Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity
Leadership Team
Jim Scharf
Chief Technology Officer
Ronnen Miller
SVP, Global Technical Services
Recent News
Investing.com
2026-01-06
2025-12-15
Company data provided by crunchbase