Role Summary
MongoDB is hiring an Associate Technical Services Engineer I (Cloud Atlas Support) to join our frontline global cloud technical services team in Bengaluru in a hybrid working model. In this entry-level cloud engineering role, you will be the initial technical touchpoint for global customers using MongoDB Atlas. You will diagnose database connectivity challenges, assist with platform UI and feature inquiries, investigate potential bugs, test pre-release capabilities, and collaborate closely with core database engineering teams to resolve complex cloud database issues.
Key Responsibilities
- Frontline Cloud Support: Deliver high-touch technical assistance to MongoDB Atlas customers worldwide, answering queries related to cluster availability, database access, and platform operations.
- Technical Troubleshooting & Triage: Investigate complex connectivity faults, authentication failures, and platform behavior issues; isolate root causes and escalate verified software bugs to core engineering pods.
- Product Testing & Enablement: Test, review, and validate new cloud platform features and tooling before release, providing actionable feedback to product managers and developers.
- Cross-Functional Collaboration: Work alongside senior technical services engineers and site reliability teams to manage critical incidents and ensure swift service restoration.
- Documentation & Knowledge Sharing: Document troubleshooting runbooks, customer issue patterns, and self-service guides to continuously improve support operations.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, Computer Applications, or an equivalent technical field.
- Experience: 0 to 2 years of relevant experience in technical support, IT systems administration, or engineering operations (open to fresh graduates with strong core computer science fundamentals).
- Core Technical Foundations: Solid conceptual knowledge of operating systems (Linux, Windows), networking concepts (DNS, TCP/IP, routing, firewalls, ports), and general computing architectures.
- Nice to Have: Exposure to database management systems (relational or NoSQL), MongoDB Atlas, REST APIs, or scripting automation tools.
- Shift & Schedule Flexibility: Willingness to support customer operational schedules, which may include a Tuesday-to-Saturday roster (with Sunday and Monday designated as weekly days off) following probation.
- Professional Competencies: Exceptional written and verbal communication skills, empathetic problem-solving mindset, and keen curiosity to learn distributed cloud architectures.
About MongoDB
MongoDB is the industry-standard developer data platform powering over 67,000 customers—including 75% of the Fortune 100—to build scalable modern applications and lead cloud-native and AI software innovation globally.