Senior Technical Services Engineer

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

MongoDB Technical Services Engineers will combine exceptional problem solving and communication skills with deep technical experience to advise customers and solve complex MongoDB problems. 

They are experts in components of the MongoDB ecosystem - database server, drivers, our management suite, and services such as Cloud Manager (the online product we developed for customers for automation, backup, monitoring, and analysis of their MongoDB systems), and MongoDB Atlas. They combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humor to achieve exceptional results for our customers.

The working days for this role are not Mon-Fri. The candidate can choose one of the following shifts to be their permanent and regular work week: Wed-Sun, Thurs-Mon, and Fri-Tue.

We are looking to speak to candidates who are based in Singapore office for our hybrid working model.

Cool things you’ll do

MongoDB is on a mission to change the way people think about databases. Along the way, our customers encounter questions and issues about how our approach to databases works for their use case. In Technical Services, it's our job to help these people. To provide exceptional support, we're investing in specialized resources who can deliver high-quality services and meet the unique needs of critical customers in FSI. 

Your primary focus will be on addressing complex technical issues, conducting root cause analysis, and implementing solutions in support of and collaboration with FSI customers. You will deliver results that meet our FSI customers stringent requirements for security and availability. This includes:

• Providing technical support and troubleshooting services to FSI customers
• Effective communication and stakeholder management, driving prompt resolution of incidents and building trust with FSI customers
• Developing deep understanding of our FSI customer’s specific technologies, regulations, and policies to effectively address customer needs
• Collaborating with teammates across our Customer Engineering organizations to ensure seamless handovers and cross-functional solutions for FSI customers
• Participating in on-call rotations and working outside standard hours as needed to support global 365/24/7 operations
• Contributing to knowledge sharing and documentation of best practices, specializing in FSI customers

FSI engineers may be exposed to material non-public information through the course of their work. For this reason, and due to the nature of the highly regulated industry in which our customers operate, FSI engineers may be subject to enhanced background checks and additional constraints around the trading of securities. The successful candidate will understand this and have willingness to participate in enhanced background checks and agreements with customers which may include, but are not limited to, customer review of any proposed trades on behalf of the FSI engineer, before they are executed.

Finally, MongoDB Technical Services puts a strong focus on engineers enabling their peers to be successful by sharing newly gained technical knowledge with the team, either via informal one-to-one conversations, or training and workshop sessions. By documenting solutions in our knowledge base system, Technical Services Engineers will increase the efficiency of our customers, other team members and departments throughout MongoDB. 

What you need

We are looking for curious, and multi-faceted teammates who are driven to serve our customers. The right candidate will be excited by the opportunity to create impact both for our FSI customers, and influence MongoDB’s strategies and processes to scale exceptional FSI customer support.

• While experience with our product is not a prerequisite, a strong background in database management, with experience deploying and managing production databases in the Financial Services Industry is critical for the role
• Exceptional communication skills and leadership presence, driving real-time solutions to problems where lost revenue, regulatory risks, and other concerns may be at play.
• Ability to think on your feet, remain calm under pressure, and prioritize successful customer outcomes
• Passion for being in a customer-facing technical role, delivering timely communications, calibrating communication style based on the audience
• Stakeholder management skills to confidently interface with FSI customers and other collaborators solve issues that may pose significant business risks
• Experience with Monitoring and Alerting, Backup and Recovery, Security, Data modeling, and Performance tuning for mission-critical production databases 
• Experience analyzing issues holistically, from the application tier through the database, down to the storage leveraging:

• • Experience with widely used Cloud platform data architectures and services
  • Systems engineering knowledge in areas like Linux performance troubleshooting, memory management, I/O tuning, infrastructure configuration, etc
  • Understanding of Networking concepts and protocols (DNS, TCP/IP, SSL/TLS etc.)
  • Storage engineering experience, including NAS, SAN, SSD, multi-pathing, and caching
  • Familiarity with basic coding/scripting in one or more languages
  • Experience with authentication systems such as LDAP, Kerberos, AD, etc
• Desire and ability to rapidly learn a wide variety of new technical and collaboration skills, working well independently and with different teammates
• (Bonus) Fluency in conveying technical discussion in Mandarin

Success Measures

• In 3 months, you’ll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training. You will begin integrating with FSI specific stakeholders and processes
• In 6 months, you will be comfortable working frontline with our customers. You will also complete the MongoDB Certified DBA Associate exam
• Within 6-12 months, you will be expected to be the primary point of contact for customers and manage their technical work independently

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.