Coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, JavaScript, Node.js, Go, etc.
Experience working with APIs to integrate with 3rd-party technologies and software in areas such as security and fraud, big data analytics and AI, healthcare, content management, IoT, database performance monitoring and management, financial services, and telco
Solid hands-on systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting
Strong diagnostic and troubleshooting process, with significant experience analyzing and troubleshooting end-to-end issues holistically in production, from the application tier through the database down to storage
Troubleshooting experience with the TCP/IP networking stack on OS and hypervisor, including firewalls and load balancers
Experience using or administering one or more cloud stacks such as AWS, Azure, or GCP
Hands-on experience administering and troubleshooting NAS, SAN, local storage, and multi-pathing
Experience building solutions involving application workloads and use cases
Strong background in performance tuning and benchmarking, and in providing technical support to internal and/or external customers
Excellent written and verbal communication skills
Ability to think on your feet, remain calm under pressure, and find solutions in real time
Preferred
Experience using or managing MongoDB
Experience developing applications in one or more programming languages using a NoSQL or SQL database
Strong understanding of authentication systems such as LDAP, Kerberos, and AD
Experience with distributed version control systems, in particular git
Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators
Experience working with software product teams, and familiarity with product release processes from planning to release
Success Measures
In 3 months, you will have gained a deep understanding of MongoDB and its partner ecosystem, completed New Hire Training, and built working relationships with your team, the Manager, and key partner and internal stakeholders
In 6 months, you will be running day-to-day team operations (workflow, escalations, meetings) with the Manager, comfortable working frontline with customers and partners, and will have completed the MongoDB Certified DBA Associate exam
In 12 months, you will be a recognized technical specialist and people leader: your team's engineers are growing and independently handling technical escalations, partner Centers of Excellence are in place for onboarded partners, and you are driving regular pain and bug reporting and operational improvements with Engineering and internal teams
Responsibilities
Team leadership and operations
Drive customer and partner success by guiding the team to solve complex technical problems, from design through production operations, including managing team workflow, assisting on hands-on customer issues, and managing internal and external escalations
Work with the team Manager to assume day-to-day operational responsibility for the team, including hiring, training, mentoring, coaching, meetings, and performance evaluations
Ensure caseload is addressed accurately, quickly, and professionally, and actively monitor partner-related cases to ensure correct handling
Contribute to internal technical projects, which can include software development, benchmarking, building documentation and training guides, and providing oversight on other engineers' project work
Ensure we are investing the right resources, addressing the right problems, and scaling the organization properly: drive monthly and quarterly pain and bug reports to Engineering, improve operational workflows with internal teams at MongoDB, coordinate regional trainings, summits, and conferences, and help address market demand for our product and services more broadly
Direct partner support
Provide in-market support for technology partners to ensure good customer outcomes
Provide development support through the Design-Win process, helping partners get to market via MongoDB best practices and solution interoperability guidance
Act as the domain expert and context source for partner-related matters, and facilitate partner engagement as needed
Onboard partners: document contacts, establish escalation paths, and set up communication channels (Slack, recurring review and check-in cadence)
Lead Partners Center of Excellence work per onboarded partner: build a partner-specific knowledge base, perform technology reviews of the partner's solution and integration, review partner solution releases for known MongoDB issues, maintain as-built documentation (deployment architecture, product/solution matrix, known issues), communicate best practices, and build a risk mitigation plan
Support for joint and mutual customers
Lead multi-vendor collaboration when an issue's root cause spans multiple vendors
Manage mutual support systems and case-handling processes
Manage partner escalation contacts and processes
Collaborate with Customer Success Management, Solutions Architects, and other internal stakeholders on high-profile customers as we migrate and support business-critical applications
Program-level objectives the role serves
Centralized point of contact within Technical Services for partner-account support matters
Knowledge hub within TS for all partner-related information
Minimizing technical-interoperability risk for mutual customers
Champion the customer's and partner's needs and contribute to the evolution of our Developer Data Platform
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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’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, MongoDB 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 AI-native startups and approximately 75% of the Fortune 100, 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 is an equal opportunities employer.
