Senior Technical Services Engineer, Cloud

About MongoDB

MongoDB is built for change, empowering customers and employees to innovate at the speed of the market. The company has redefined the database for the AI era, offering a unified, globally distributed database platform. MongoDB Atlas is a cloud‑native, multi‑cloud database available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and nearly 60,000 customers—including 75% of the Fortune 100 and AI‑native startups—MongoDB powers the next era of software.

Role Overview

Senior Technical Services Engineer, Cloud – Palo Alto (hybrid)
Local candidates only; US citizenship required.
The role focuses on advising customers on best practices for MongoDB’s cloud products, translating technical concepts into understandable terms, troubleshooting application problems, and advocating for user needs. The position includes weekend support (Saturdays and Sundays).

Responsibilities

• Support and guide strategic customers, handling day‑to‑day resolution and proactively driving progress.
• Identify, characterize, solve, and recover from problems raised to the Technical Support team.
• Resolve technical issues through research, reproduction, troubleshooting, log and server analysis using standard and in‑house tools.
• Build standard methodologies for technical troubleshooting across technologies and create Knowledge Articles for the self‑serve support portal.
• Review and test new features before public release, creating internal and customer‑facing assets (knowledge base articles, FAQs).
• Proactively identify improvements to business processes and policies.
• Advocate for customers’ needs and gather feedback to engage engineering, product, sales, and marketing teams.
• Act as focal point and technical subject‑matter‑expert for assigned customers and their Atlas deployments.
• Coach and mentor junior engineers and cross‑train peers in specialty topics.

Learning Opportunities

• Atlas (fully managed cloud database service)
• Core database server
• Search‑related technologies
• Tools and connectors (e.g., Compass, Connector for BI)
• Complementary technologies (e.g., Apache Kafka, Kubernetes)
• Modern architecture patterns and methodologies (microservices, DevOps, cloud, security)

Requirements

• 5+ years of relevant experience.
• Prior experience with one of the three major cloud providers (AWS, GCP, or Azure).
• Advanced knowledge of operating system and networking core concepts.
• Solid fundamentals in Linux, networking, and diagnostics.
• Familiarity with Linux command line and monitoring tools.
• Understanding of at least one database (MongoDB, Elasticsearch, MySQL, Postgres, DynamoDB, MS SQL Server).
• Working knowledge of IAM, federated authentication, SSO, SAML, encryption, security, APIs, disaster recovery, and backup.
• Experience with platforms/software such as JIRA, Confluence, and GitHub.
• Strong diagnostic/troubleshooting aptitude 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.
• B.Tech / B.S. or equivalent work experience (non‑CS degrees are acceptable).

Preferred Additional Experience

• Experience with scalable, highly available distributed systems.
• Experience with Terraform, Kubernetes, Kafka, etc.
• Relevant certifications (MongoDB, RHCE, cloud provider certifications).
• Previous SaaS support experience.

Success Measures

• 3 months: Deep understanding of MongoDB ecosystem; complete New Hire Training.
• 6 months: Confidently handle customer cases and calls; complete MongoDB Associate Atlas Administrator Exam.
• 12 months: Independently manage customer engagements, collaborate with product and engineering, ensuring customer success and adoption of MongoDB’s data platform.

Compensation & Benefits (U.S. candidates)

• Base salary range: $101,000 – $198,000 USD (final compensation based on skill set, experience, qualifications, and location).
• Additional benefits may include: equity, 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, transgender‑inclusive health insurance, and other health benefits.