Technical Services Engineer

MongoDB Technical Services partners with customers to help them successfully run MongoDB in production. Our globally distributed organization provides 24x7x365 support through a follow-the-sun model, combining deep technical expertise with a strong commitment to customer outcomes.

The Role

MongoDB Technical Services Engineers use their exceptional problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB ecosystem problems. Technical Service Engineers are experts in the entire MongoDB ecosystem - database server, drivers, cloud and infrastructure. This also includes services such as Atlas (database as a service), or Cloud Manager (which helps customers with automation, backup and monitoring of their MongoDB systems). Our engineers combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humor to help our customers to be successful with MongoDB.

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

Cool things you’ll do

You’ll bring strong SQL (and/or NOSQL) and database fundamentals, a practical approach to technical problem-solving, and genuine curiosity about the trade-offs between performance and cost. You’ll also help build the AI-enabled support infrastructure that lets customers and engineers solve problems more effectively.

What you’ll do

• Diagnose problems across application, database, network, storage and infrastructure layers using logs, metrics, traces, query plans and other diagnostic evidence
• Advise customers and prospects on data architecture, query performance, and practical ways to meet their performance and cost goals
• Be a trusted technical voice throughout evaluation and adoption, communicating trade-offs clearly to engineers and other stakeholders
• Bring customer feedback, recurring issues, and product gaps to Product and Engineering, and help turn those signals into improvements

What you’ll bring

You should have 5+ years of proven experience, we consider all candidates with an eye for those who are self-taught, insatiably curious, and multi-faceted. 

The ideal candidate should have strong technical experience in more than one of the following areas:

• Strong SQL and hands-on experience diagnosing analytical database workloads, including interpreting query plans and investigating performance issues
• Hands-on experience working with databases, including diagnosing behavior and performance in real workloads
• Lead customers through production incidents end to end: triage, recovery planning, live communication, and post-incident root cause analysis
• Practical systems troubleshooting experience across Linux or comparable operating systems, networking, storage, compute, and clustered or distributed environments
• Troubleshoot and improve the ecosystem around the database: drivers, connectors, and integrations customers depend on
• Ability to design or assess customer workload evaluations and benchmarks, interpret results critically, and explain performance and cost trade-offs
• Guide customer migrations and onboarding, from workload analysis and data model design through data validation and go-live
• Strong written and verbal communication, customer empathy, and ownership through to resolution

Helpful experience

• Scripting or automation with Python or Bash; working with APIs, SDKs, or database drivers
• Familiarity with cloud data platforms and object storage; Docker or Kubernetes exposure
• Experience with analytical databases or data warehouses, including columnar storage, indexing or partitioning, query optimization, and data ingestion
• Experience supporting database migrations, production operations, or customer-facing technical support
• Familiarity with scripting or automation and with AI-assisted support workflows
• Experience in pre-sales, consulting engineering, or a customer-facing engineering role is a plus
• Ability to understand customer goals and workloads, explain technical trade-offs clearly, and recommend practical solutions is valued

Success Measures

• In 3 months, build working knowledge of the platform, tools, support processes, and customer workloads through structured training and case shadowing
• In 6 months, you will be comfortable working frontline with our customers. You will also complete the MongoDB Certified DBA Associate exam
• In 12 months, you will work on gaining expertise to be a part of a technical experts group within the MongoDB ecosystem and will be helping your peer engineers in advance diagnostics. Also, you will be encouraged to handle technical escalations independently

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 

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.

Req ID: 427025