Technical Services Engineer- Weekends

Job Description

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
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

What You Will Learn

The rapidly growing MongoDB product suite, including: Atlas (fully managed cloud database service), Core database server, Search related technologies, Other Tools and connectors - eg: Compass, Connector for BI, Market-relevant, complementary technologies e.g. Apache Kafka, Kubernetes, Modern and popular architecture design patterns, methodologies and concerns e.g. microservices, DevOps, cloud, security

What You Need

• 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
• Basic 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-day technical issues in production environments
• Excellent written and verbal communication skills in English
• Patience, empathy and a genuine desire to help people
• Able to think on your feet, remain calm under pressure, and solve problems in real-time
• 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!

Success Measures

• In 3 months, have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training
• In 6 months, be confident working with our customers via cases and calls as needed. You will also complete the MongoDB Associate Atlas Administrator Exam
• In 12 months, be directly and independently engaged in customer management along with necessary product and engineering collaboration, thus ensuring customers are successful and happy with MongoDB and see our data platform as the de facto standard for new projects