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Senior Technical Services Engineer

MongoDB· Technical Services
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Hybrid (Mexico City)full-timePosted 2w ago

About the role

Senior individual contributor role in a new Technical Services capability in Mexico, providing technical leadership for customers operating AI applications on a MongoDB platform. Owns complex investigations across multiple layers, shapes how Technical Services supports the platform at scale, and collaborates with Engineering, Product, Security, and other teams.

Responsibilities

  • Owning complex and high-impact customer investigations involving AI applications and agentic workflows
  • Leading structured investigations, root-cause analysis, and recovery efforts across multiple technical layers
  • Leading investigations into agent workflows, tool calls, model-provider integrations, memory, checkpoints, streaming, retries, and timeouts
  • Reading and debugging Go, TypeScript, Python services and agent implementations; using logs, metrics, traces, and diagnostic tooling to develop evidence-based conclusions
  • Troubleshoot Kubernetes and containerized workloads, including deployments, images, secrets, resource failures, and networking
  • Serving as a technical subject-matter expert for AI application support and related distributed-system issues
  • Creating and improving troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks
  • Mentoring and coaching engineers in AI fundamentals, cloud-native operations, customer communication, and troubleshooting methodology
  • Partnering with Engineering, Product, Security, and other Technical Services teams to communicate customer impact and influence product improvements
  • Reviewing recurring issues and identifying opportunities to improve support processes, tooling, and customer self-service
  • Contributing to the broader MongoDB database and cloud support cases when needed

Qualifications

  • Typically 8+ years of relevant technical experience, including significant experience troubleshooting production systems, supporting complex customers, or leading technical escalations. Equivalent demonstrated expertise will also be considered.

Skills

Required:AI and agent platformsProgramming and systems troubleshootingCloud-native platformsAPI, identity, and securityObservability and incident responseDistributed-systems troubleshooting
Last updated Oct 8, 2026. Interested? Apply on the company site.
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