Technical Services Engineer

United States Digital Space LLC; Palo Alto (CA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

The company in Palo Alto is seeking a Technical Services professional to work with our largest customers on complex, mission-critical challenges. You’ll ramp before escalating, then grow your expertise while keeping deployments online and helping customers navigate high-stakes incidents.

We value curiosity, empathy, and clear communication, with a focus on translating technical issues into trusted guidance for clients and cross-functional teams.

Qualifications

• Strong Linux systems administration and troubleshooting across performance, memory, I/O, and storage.
• Proven track record supporting mission-critical production systems for large-scale apps.
• Diagnose and trace issues end-to-end across app, database, and infra.
• Experience with RDBMS/NoSQL and cloud platforms (AWS/Azure/GCP).
• Ability to translate workloads into deployment sizing and optimizations.
• Scripting ability and comfort reading production code.

Responsibilities

• Work closely with customers on complex, mission-critical challenges in Technical Services.
• Develop deep product knowledge and specialized expertise in areas like performance and security.
• Communicate clearly under pressure and advocate for customer needs.
• Help keep deployments online and assist with high-stakes incidents.
• Share learnings via articles, mentoring, and onboarding new teammates.

Skills

Linux systems administration

Production systems troubleshooting

Cloud platforms (AWS/Azure/GCP)

Kubernetes / orchestration

Networking fundamentals

Scripting (Python/Go/Java)

Education

Bachelor's degree in CS/Engineering

Tools

AWS

Kubernetes

Docker

Prometheus

Job description

the company is helping define the next era of application development as organizations modernize legacy systems, build AI-native experiences, and power mission critical workloads across cloud, hybrid, and on-premises environments. From the company Atlas, our AI ready developer data platform, to our industry leading server technology and enterprise software offerings, the company provides a flexible and unified software stack that helps customers build faster, scale with confidence, and support a wide range of modern application needs.

the company's standing in the market reflects that momentum: the company continues to be recognized as a leader in cloud database management while also serving organizations that require the performance, flexibility, and control of self-managed deployments. For candidates, that means the opportunity to join a company with strong market relevance, a builder-first culture, and a clear strategic focus on shaping the future of modern, intelligent applications wherever they run.

We're looking to speak to candidates based in Palo Alto, California for our hybrid working model.

Life in the company Technical Services

As part of the company Support, you will work directly with our largest customers on their most complex, mission-critical challenges. You'll have time to ramp before taking your first escalation, but once you're in the seat, expect to be stretched every day — technically and professionally — as you grow your expertise and impact.

In Technical Services, customer obsession is our fuel. We:

• Become deeply skilled in the core aspects of the company, then develop specialized expertise in areas like performance, scalability, security, or data modeling
• Combine technical rigor with empathy, communicating clearly and calmly under pressure
• Advocate for our customers’ needs and use what we see in the field to influence product priorities
• Keep critical deployments online and help customers navigate high-stakes incidents with humility and grace
• Turn our experience into learning for others through knowledge articles, internal talks, mentoring, and ramping new teammates

If you love solving hard problems, collaborating closely with customers, and continuously leveling up your skills, Technical Services at the company is where you can do the best work of your career.

Who You Are

You're insatiably curious, empathetic, and relentlessly customer-focused. You build trust quickly, communicate clearly in high-stakes situations, and exercise sound judgment about when to collaborate or bring others in. We're especially excited by self-taught candidates who learn fast, navigate complex systems with confidence, and make the most of the resources around them.

What you need

The ideal candidate will have experience in most of the following areas:

• Strong Linux systems administration and troubleshooting skills, including performance, memory, I/O, configuration, security, networking, clustering, and storage
• Proven track record supporting and troubleshooting complex, mission-critical production systems for large-scale database-backed enterprise applications, including diagnosing and resolving performance, availability, and stability issues.
• Strong diagnostic and troubleshooting ability - tracing issues end-to-end across the application, database, and infrastructure, including analyzing logs across distributed systems and microservices.
• Familiarity with database administration concepts across RDBMS and/or NoSQL systems; the company experience is preferred
• Experience analyzing customer workloads and translating performance, availability, and scalability requirements into concrete deployment, sizing, and optimization recommendations.
• Experience with cloud infrastructure platforms such as AWS, Azure, or GCP
• Experience with Kubernetes or similar orchestration platforms
• Solid understanding of networking fundamentals - TCP/IP, DNS, TLS, HTTP/S, load balancers, proxies, firewalls, and VPNs - including diagnosing latency and connectivity issues.
• Familiarity with security concepts like authentication, authorization, encryption, certificates, and key management
• Experience analyzing logs and tracing issues across distributed systems or microservices
• Basic scripting or coding ability, and comfort reading code or production automation
• Skilled at translating complex technical issues into clear, empathetic communication that builds customer confidence and trust.
• Patience, empathy, and a genuine desire to help customers and teammates
• Stay calm under pressure, solve problems in real time, and collaborate across multiple teams
• Ability to learn quickly and willingness to ramp on new technologies.

Nice to Have:

• Experience with the company products such as Atlas, Cloud Manager, Ops Manager, Compass, or Kubernetes Operator/Controller
• Experience with DevOps and Infrastructure-as-Code practices
• Experience with authentication systems such as OIDC, Kerberos, or Active Directory
• Experience with observability and monitoring tools such as Prometheus and Grafana
• Experience managing large-scale databases
• Experience with backup, restore, disaster recovery, and related operational workflows
• Exposure to AI-related technologies such as Vector Search
• Experience coding in Python, Go, Java, Ruby, C/C++, or similar languages
• Experience reproducing issues locally or maintaining personal test environments
• Experience in working on Network Security or Cyber Security is a plus.
• Awareness of common vulnerability classes and basic threat modeling

Success Measures

• In 3 months, you'll have gained a deep understanding of the company 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 the company Certified DBA Associate exam
• In 12 months, you will be a technical specialist within the company and will be helping your peer engineers in advance diagnostics. Also, you will be encouraged to handle technical escalations independently

About the company

the company 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. the company'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, the company 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 75% of the Fortune 100 and AI-native startups, relying on the company for their most important applications, we’re powering the next era of software.

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

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 w