Senior Technical Services Engineer

We are looking to speak to candidates who are based in Tokyo for our hybrid working model.

Required

• Experience building and maintaining complex mission-critical production database systems (RDBMS or NoSQL). Coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc.
• Experience working with APIs and using it to integrate with 3rd party technologies and software in the areas of security and fraud, big data analytics and AI, healthcare, content management, IoT, database performance monitoring and management; financial services, healthcare services, telco etc.
• Solid hands-on experience with systems engineering, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting
• Experience analyzing and troubleshooting issues holistically, from the application tier through the database, down to storage
• Troubleshooting experience with TCP/IP networking stack on OS and Hypervisor
• Experience using or administering one or more cloud services stacks such as AWS, Azure or GCP
• Hands-on experience with administering and troubleshooting NAS, SAN, local storage, multi-pathing
• Experience building solutions involving application workloads and use cases.

Preferred

• Experience using or managing MongoDB preferred
• Experience in one or more programming languages developing applications using a NoSQL or SQL database.
• Strong understanding of authentication systems such as LDAP, Kerberos, AD
• Experience using distributed version control systems, and in particular git
• Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators.
• Experience in working software product teams, and familiarity with product release processes from planning to release.

Success Measures

• In 3 months, you’ll have gained a deep understanding of MongoDB and its partner ecosystem. You will complete New Hire Training.
• In 6 months, you will be comfortable working frontline with our customers and partners. You will also complete the MongoDB Certified DBA Associate exam.
• In 12 months, you will be a technical specialist within MongoDB and will be helping your peer engineers in advance diagnostics. Also, you will be encouraged to handle technical escalations independently.

Responsibilities

Direct partner support

• In-market support for technology partners to ensure good customer outcomes
• Development support through the Design-Win process — helping partners get to market via MongoDB best practices and solution interoperability guidance
• Acting as the domain expert/context source for partner-related matters
• Actively monitoring partner-related cases to ensure correct handling
• Facilitating partner engagement as needed
• Onboarding partners: documenting contacts, establishing escalation paths, setting up communication channels (Slack, recurring review/check-in cadence)
• Partners Center of Excellence work per onboarded partner: building a partner-specific knowledge base, technology reviews of the partner's solution/integration, reviewing partner solution releases for known MongoDB issues, maintaining as-built documentation (deployment architecture, product/solution matrix, known issues), communicating best practices, and building a risk mitigation plan

Support joint/mutual customers

• Leading multi-vendor collaboration when an issue's root cause spans multiple vendors
• Managing mutual support systems and case-handling processes
• Managing partner escalation contacts and processes

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

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.

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