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 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 achieve exceptional results for our customers.

The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program requires that anyone who is accessing customer data or metadata inside the Authorization Boundary be a US Citizen on US Soil. In order for us to triage and assign cases, it is necessary to be able to identify available resources at any given time. For this reason the FedRamp team is composed of three separate shifts: first shift, second shift, and third shift. This posting is for Third Shift, in which your working hours would be 8pm-5am PST. There is a desired commitment to this shift though applicants must have the flexibility to work a more typical schedule (12pm-9pm PST) during their ramping period (between 6 to 9 months) before transitioning to Third shift.

Weekend Shift: We are looking to speak to candidates who are interested in working out of our West Coast offices under our flexible or remote working models, Monday to Friday for the first 6-9 months depending on ramping speed. Once considered ramped, they will transition to a permanent Wednesday to Sunday work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift. Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one's normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability.

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.

You'll be working alongside our largest customers, solving their complex issues - resolving questions on architecture, performance, recovery, security, and everything in between. You'll be an expert resource on standard methodologies in running MongoDB at scale, whatever that scale may be. You'll be an advocate for customers' needs - working with our product management and development teams on their behalf. And you'll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics. In addition, you will also be responsible for mentoring and ramping new team members and taking initiatives in building knowledge of new product lines within the MongoDB ecosystem.

What you need

We consider all candidates with an eye for those who are self taught, insatiably curious, and multi-faceted.

It’s important for candidates to check off these boxes:

• Systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting
• Should have a good understanding of Networking concepts and protocols (DNS, TCP/IP, SSL/TLS, etc)
• Storage engineering experience, including NAS, SAN, SSD, multi-pathing, and caching
• Experience building and maintaining complex mission-critical production database systems
• Be able to read code, and basic coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc
• Broad awareness of customer workloads and use cases, including performance, availability, and scalability
• Experience analyzing issues holistically, from the application tier through the database, down to the storage
• Genuine desire to help people
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Desire and ability to rapidly learn a wide variety of new technical skills
• Collaboration: willingness and ability to get help from team members when required, and the good judgment to know when to seek help

Bonus Points

• Experience managing large scale databases (e.g. RDBMS, NoSQL)
• Experience with authentication systems such as LDAP, Kerberos, AD
• Experience using or managing MongoDB
• Experience using distributed version control systems, and in particular git
• Experience using any cloud services stack such as AWS, Azure or GCP
• Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators.

Success Measures

• In 3 months, you’ll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training
• 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 be a technical specialist within MongoDB 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 database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database 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 database and is 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—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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req ID: 1273373874

Scale is a vital part of bringing AI-enabled technologies to the world, from autonomous driving to drones, robots, and large language models. For example, Scale works with the world's top self-driving car and robotics ML teams as well as the largest companies in the generative AI space. 

As our customer base is growing, you will be on the front lines of our field engineering efforts for our federal AI projects, having the opportunity to meaningfully impact millions of dollars in revenue by working closely with our largest public sector customers and ensuring that they become passionate, lifelong Scale customers.

Our Field Engineers ensure customers' experiences with Scale's technology are seamless and optimized to build a successful, long-term partnership. Field Engineers partner closely with Product, Engineering, and Operations to lead existing customers through building production-grade data pipelines. We do this by knowing our customer’s use-cases inside and out, and creating the tooling and documentation needed to scalably support their growth.

Field Engineers in general are experts on Scale's products and codebase, and have general technical knowledge on web development, using APIs, and working with large volumes of data. Field Engineers are strong relationship builders, great project managers, and always fun to work with. 

The ideal person is a software engineer generalist who enjoys working with clients directly, taking ambiguous requirements and issues, and quickly designing and building sustainable solutions in close collaboration with the Product and Engineering teams. This role is at the intersection of customer delivery, product, and engineering, giving you a breadth of experience and fully leveraging both sides of your brain. If this sounds like you, we invite you to apply!

You will:

• Implement end-to-end data integrations, syncing customer’s data to Scale’s platform and back
• Work closely with our customer’s engineering teams to optimize data pipelines, including providing input towards designing API endpoints and input/output schemas
• Design, develop and maintain playbooks, internal tools, Scale’s documentation and SDKs to quickly get customers set up for long-term success
• Partner with Software Engineers and Operations to remove any technical hurdles customers may face / Debug technical issues impacting delivery and own technical escalations coming from the customer
• Be accountable for the customer’s technical experience throughout their time with Scale
• Work with AEs and PMs to identify customer-specific feature requests
• Develop technical domain expertise in areas of Large Language Models, 2D Image Annotation, and working with API integrations
• Evangelize Scale and interact with customers at major events
• Have an active TS/SCI clearance

Ideally you'd have:

• Track record of success as a hybrid customer-facing engineer or similar function, wearing multiple hats along the way
• Prior technical hands-on experience working with clients in a pre or post-sales capacity to realize business goals
• Prior experience developing with Python and JavaScript, or other modern software languages
• Strong engineering background preferably in Computer Science, Mathematics, or other quantitative fields
• Strong project management and interpersonal skills
• Presentation skills with a high degree of technical credibility when speaking with executives and front-line engineers
• High level of comfort communicating effectively across internal and external organizations
• Intellectual curiosity, empathy, and ability to operate with high velocity

Nice to haves:

• Experience in AI
• Experience working in classified environments
• Previous experience as a technical go-to-market resource
• Understanding of DevSecOps principles, including secure software delivery, infrastructure as code, and continuous integration/deployment
• Hands-on knowledge of container orchestration with Kubernetes and experience with Helm charts for application deployment
• Experience automating infrastructure and configuration management using Ansible or similar tools