Technical Services Engineer, Infrastructure - Weekend

United States Digital Space LLC; Palo Alto (CA); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Employee affinity groups

Generous parental leave policy

Fertility assistance

Job summary

United States Digital Space LLC in Palo Alto, CA, is seeking a Technical Services Engineer to provide exceptional support to our customers while working in a dynamic environment. You’ll troubleshoot complex issues and collaborate closely with large clients to ensure smooth implementations and optimal performance of our products.

The ideal candidate will have strong diagnostic skills, experience with RDBMSs, and cloud infrastructure, and a genuine desire to help others. Join us in this innovative company focused on redefining the database for the AI era.

Qualifications

• Patience, empathy, and a genuine desire to help others.
• Strong diagnostic/troubleshooting aptitude.
• Full understanding of Linux systems and networking concepts.

Responsibilities

• Drive successful implementations of the company's Server and managed backups.
• Collaborate with enterprise customers for backup strategies.
• Enhance technical troubleshooting expertise as a TSE.

Skills

Excellent communication skills

Troubleshooting aptitude

Linux systems knowledge

Customer support experience

Cloud infrastructure administration

Education

1+ years in Support role

2+ years administering RDBMSs

5+ years with Cloud infrastructure

Tools

Kubernetes

AWS

GCP

Azure

Prometheus

Grafana

Job description

About the team

the company Technical Services Engineers use their outstanding problem solving and customer service skills, along with their deep technical experience, to advise customers and to solve their complex the company problems. Technical Service Engineers are specialists in the entire the company ecosystem - database server, drivers, our management suite, as well as services such as Atlas, Cloud Manager, Compass to name a few. Our engineers combine their the company expertise with passion, initiative, teamwork, and a great sense of humor to achieve exceptional results for our customers. 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.

Shift Information:

• We are looking to speak to candidates who are interested in working out of our Palo Alto, CA office under our in‑office working model Monday to Friday for the first 3-6 months depending on ramping speed.
• Once considered ramped, they will transition to a permanent Wednesday - Sunday 8am-5pm work week (with 3 in‑office days) 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.

Why the company is a fantastic place to work and build your career

• Be a part of the company that’s reinventing the database, passionate about innovation and speed
• Enjoy a fun, inspiring culture that is engineering focused
• Work with exceptionally talented people around the globe
• Learn, contribute, and make an impact on the product and community

Cool things you’ll do

• In this cross‑functional role as a Technical Services Engineer, you will work with the largest and most demanding customers to drive successful implementations of the company Server, the company Search, and managed backups on Kubernetes platforms
• Enhance your technical troubleshooting expertise and experience as a TSE (Technical Services Engineer) by working on customer use cases, evaluating solutions, customer business pain points, application architectures, and Cloud infrastructure configurations
• Collaborate with enterprise customers to design, implement, and troubleshoot backup strategies for massive production environments—scaling to petabytes of data—while ensuring high availability, disaster recovery readiness, and compliance with retention requirements
• Opportunity to shape the roadmap of products, tooling, and the core database by providing product feedback

What You Need/What we are looking for

• Patience, empathy, and a genuine desire to help others
• Excellent communication skills, both written and verbal, with internal and external stakeholders
• The ability to think on your feet, remain calm under pressure, and find solutions to challenges in real‑time
• Strong diagnostic/troubleshooting aptitude, with significant experience troubleshooting end‑to‑end technical issues in production environments
• Full understanding of Linux systems and networking concepts, including firewalls, load balancers, performance tuning, storage management
• 1+ years of experience in a Support role working directly with customers.
• 2+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL etc. the company experience is preferred.
• 3+ years or more of combined experience in the following technical domains (ideally with some experience in the rest)
  • Experience operating in and managing Kubernetes clusters.
  • Experience with DevOps practices and Infrastructure‑as‑code.
  • Experience with Disaster Recovery situations (Backup management, Snapshot Restores, Return‑to‑service operations)
• 5+ years of mixed experience with Cloud (AWS, GCP, Azure) and on‑prem infrastructure administration in a production environment.

Bonus Points

• Experience with AI topics, development, and supporting technologies such as Vector Search
• Experience managing large‑scale databases (RDBMS or NoSQL or both) and monitoring them via products like Prometheus or Grafana
• Experience with specific the company products like Ops Manager, Cloud Manager, Atlas, Kubernetes Operator/Controller
• Experience coding in one or more of Python, Java, Go, Ruby, C, C++
• Experience with personal test labs and reproducing issues locally to drive resolution of issues
• Experience working on weekends or outside of typical business hours

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 or less, you will be comfortable working frontline with our customers and will have transitioned to weekends; You will also complete the the company Certified DBA Associate exam
• In 12 months or less, you will be a technical specialist within the company and will be helping your peer engineers in advanced 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 database for the AI era, enabling innovators to create, transform, and disrupt industries with software. the company’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, the company 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 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 what it’s like to work at the company, and help us make an impact on the world!

the company 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.

the company, 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.