Technical Services Engineer

2 weeks ago


Austin, Texas, United States MongoDB Full time
Job Description

MongoDB is seeking a Technical Services Engineer to join our team. As a Technical Services Engineer, you will be responsible for advising customers on strategies and documented practices for making best use of our data platform.

You will translate technical concepts and patterns into generalist's terms for our customers, helping them understand, install, and use our applications effectively. You will also troubleshoot application problems and be an advocate for our users' needs, collaborating with the MongoDB product management and development teams on their behalf.

As a Technical Expert in all-things-search, you will be advising MongoDB field teams on Atlas Search and Vector Search issues, and helping with technical enablement in those areas.

You will utilize your exceptional analytical skills and customer service to ensure that MongoDB users are successful with our suite of MongoDB application-layer products.

We're looking for individuals who want to dig into the details of how big data and web-scale systems are successfully assembled and operated every day by organizations of every size and flavor.

Responsibilities
  • Support and guide our strategic customers, focus on day-to-day resolution and proactively drive progress
  • Work closely with your team and our customers to identify, characterize, solve & 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 improvement 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 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


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