Technical Services Engineer, 3rd Shift

About the position 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 Person 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. Responsibilities • Resolving questions on architecture, performance, recovery, security, and everything in between • Be an expert resource on standard methodologies in running MongoDB at scale, whatever that scale may be • Be an advocate for customers' needs - working with our product management and development teams on their behalf • Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics • Mentoring and ramping new team members and taking initiatives in building knowledge of new product lines within the MongoDB ecosystem Requirements • 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 Nice-to-haves • 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.