Technical Services Engineer (Lucene/Solr/Search expert)

at  MongoDB

The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.
The Technical Services team works with our customers to ensure that their MongoDB deployments are running at their best. From a query performance question on a test Atlas cluster to helping upgrade large self-hosted sharded clusters run by some of the world’s best-known global enterprises, the Technical Services team is available 24/7 to help our customers with any aspect of the MongoDB data platform. This deeply technical team is distributed globally, with a variety of backgrounds and expertise to ensure that they can best address any new issue or question. In addition to solving these complex customer challenges, the team also works on internal projects such as software development of support tools for performance tuning, benchmarking, and diagnostics.
As MongoDB continues to expand product offerings and features within the MongoDB Atlas Data Platform, MongoDB is looking for a Technical Services Engineer with a background in application search, as well as search-related technologies, who will also provide specialized support for our Atlas Search and Vector Search products.

JOB DESCRIPTION

As a Technical Services Engineer, you’ll be advising customers on strategies and documented practices for making best use of our data platform. This will require you to translate technical concepts and patterns into generalist’s terms for our customers, helping them understand, install, and use those applications effectively. You’ll also troubleshoot application problems and be an advocate for our users’ needs, collaborating with the MongoDB product management and development teams on their behalf. As a Technical Expert in all-things-search, you will be advising MongoDB field teams on Atlas Search and Vector Search issues, and helping with technical enablement in those areas.
You will utilize your exceptional analytical skills and customer service to ensure that MongoDB users are successful with our suite of MongoDB application-layer products. 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.

• Support and guide our strategic customers, focus on day-to-day resolution and proactively drive progress
• Work closely with your team and our customers to identify, characterize, solve & recover from problems raised to the Technical Support team
• Resolve technical issues through diligent research, reproduction, and troubleshooting, log and server analysis using industry standard as well as bespoke in house developed tools
• Build and create standard methodologies for technical troubleshooting across different technologies, and craft Knowledge Articles that contribute to our self-serve support portal
• Review and test new features before they are publicly available, including creating internal and customer facing assets, such as knowledge base articles or FAQs
• Proactively identify improvement to business processes and policies to solve problems and get things done
• Be an advocate for customers’ needs.
• Gather feedback from customers and engage the engineering, product, sales and marketing teams to improve our product through regular touchpoints and data driven reporting from the field
• Act as focal point and technical subject-matter-expert for assigned customers and their application deployments in Atlas
• Coach and mentor junior engineers on the team in new or emerging product areas, as well as cross-training peers in specialty topics