Database Support Specialist
3 weeks ago
We are seeking a highly skilled Technical Services Engineer to join our team at MongoDB. As a Technical Services Engineer, you will be responsible for providing expert-level technical support to our customers, focusing on day-to-day resolution and proactive issue prevention.
Key Responsibilities- Support and guide our strategic customers, focusing on day-to-day resolution and proactive issue prevention.
- Work closely with your team and our customers to identify, characterize, solve, and 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 improvements 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 a 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.
You will have the opportunity to learn about the rapidly growing 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
- Other Tools and connectors - Ops/Cloud Manager, Compass, Connector for BI, Connector for Spark
- Market-relevant, complementary technologies e.g. Apache Kafka, Kubernetes
- Modern and popular architecture design patterns, methodologies, and concerns e.g. microservices, DevOps, cloud, security
To be successful in this role, you will need:
- 5+ years of relevant experience, and 3+ years of search expertise (Elasticsearch (ELK Stack), Lucene, Solr or similar)
- 5+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL etc. MongoDB experience is preferred.
- Experience with Database Performance tuning and benchmarking
- Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end-to-end technical issues in production environments
- Solid fundamentals in Linux, Networking, and Diagnostics
- Experience with scalable and highly available distributed systems
- 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
You may also have:
- Experience with Algolia, Lucidworks, Pinecone, Milvus, or similar
- Experience with database programming and data models
- Advanced experience with Operating System and Networking Core concepts
- Certifications - MongoDB, RHCE, Cloud Provider Certifications
- Previous SaaS Support Experience
- Experience creating Generative AI applications, familiarity with LLMs, Vector Stores, and the latest GenAI paradigms
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