Advise customers on strategies and documented practices for making best use of MongoDB's data platform.
Translate technical concepts and patterns into generalist terms for customers.
Troubleshoot application problems and act as an advocate for users’ needs.
Collaborate with MongoDB product management and development teams on behalf of users.
Serve as a Technical Expert for Atlas Search and Vector Search, supporting field teams and enabling technical enablement.
Support strategic customers with day-to-day resolution and proactive progress tracking.
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 proprietary tools.
Build standard methodologies for technical troubleshooting across technologies.
Create Knowledge Articles for the self-serve support portal.
Review and test new features before public release, including creating internal and customer-facing assets like knowledge base articles or FAQs.
Proactively identify improvements to business processes and policies.
Act as a focal point and technical subject-matter-expert for assigned customers’ Atlas deployments.
Coach and mentor junior engineers and cross-train peers in specialty topics.

5+ years of relevant experience
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.
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

MongoDB experience is preferred
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

Hybrid — Toronto

The role requires English proficiency (written and verbal)
The team operates 24/7, indicating potential for off-hours or on-call shifts
Candidates must be based in Toronto for the hybrid working model
MongoDB is committed to providing accommodations for individuals with disabilities within the application and interview process
Equal opportunities employer

MongoDB is hiring a Senior Technical Services Engineer