Database Support Specialist

3 weeks ago

Toronto, Ontario, Canada MongoDB Full time
About the Role

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.
What You Will Learn

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
Requirements

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
Preferred Qualifications

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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