Technical Services Engineer, Infrastructure - Weekend

Insider, Inc.; Palo Alto (CA); On-site; USD 90,000 - 176,000; Full time

Benefits offered by this job

Equity

401(k) plan

Mental health counseling

20 weeks fully-paid parental leave

Job summary

Insider, Inc. is seeking a Technical Services Engineer in Palo Alto, CA. This role focuses on advising customers, solving MongoDB problems, and requires strong technical and customer service skills. You will collaborate with enterprise clients to ensure successful implementations and maintenance of MongoDB products.

The ideal candidate should possess a mix of technical expertise in cloud and on-prem environments, troubleshooting capabilities, and experience working with RDBMSs. This role offers a competitive salary and comprehensive benefits.

Qualifications

• 1+ years of experience in a Support role working directly with customers.
• 2+ years of experience with administering RDBMSs such as Oracle, Postgres, mySQL.
• 5+ years of mixed experience with Cloud and on-prem infrastructure in production.

Responsibilities

• Drive successful implementations of MongoDB Server and Search.
• Design and troubleshoot backup strategies for production environments.
• Collaborate with customers to address their MongoDB technical challenges.

Skills

Problem solving skills

Customer service skills

Communication skills

Troubleshooting aptitude

Linux systems knowledge

Experience with RDBMS

Cloud infrastructure administration

Tools

MongoDB

Kubernetes

AWS

GCP

Azure

Prometheus

Grafana

Job description

About the team

MongoDB 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 MongoDB problems. Technical Service Engineers are specialists in the entire MongoDB 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 MongoDB 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.

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 MongoDB Server, MongoDB 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. MongoDB 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 MongoDB 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 MongoDB 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 MongoDB Certified DBA Associate exam
• In 12 months or less, you will be a technical specialist within MongoDB and will be helping your peer engineers in advanced diagnostics. Also, you will be encouraged to handle technical escalations independently

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully‑paid gender‑neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender‑inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is: $90,000 — $176,000 USD

REQ ID: 4263315122

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.