Technical Services Engineer

Job description

We are building a new Technical Services capability in Mexico to support a platform that helps customers build, deploy, and operate AI applications using MongoDB. This is an early hire on a growing team, and you will have the opportunity to help shape how we support customers, collaborate with Engineering and Product, and build the team’s technical practices from the start. The platform brings together AI application workflows, orchestration, model and tool integrations, cloud infrastructure, data services, and observability. The support team will work across these layers to help customers troubleshoot complex issues and operate their applications successfully. We are looking to speak to candidates who are based in Mexico City for our hybrid working model. The role As a Technical Services Engineer, you will help customers build, deploy, and operate AI applications on a new MongoDB platform. You will investigate issues across application behavior, agent workflows, APIs, cloud infrastructure, and data services, while contributing to the broader MongoDB Technical Services organization as customer needs evolve. This role is a strong fit for an engineer who enjoys learning new technologies, working directly with customers, and applying structured troubleshooting to complex systems. What you need Supporting customers and internal stakeholders working with AI applications and agentic workflows Investigating issues involving LangGraph execution, MCP and tool integrations, model-provider behavior, memory, checkpoints, streaming, retries, and timeouts Reading and debugging, Go, Typescript and Python services and agent implementations Troubleshooting Docker and Kubernetes workloads, including deployments, containers, networking, secrets, resource failures, and deployment configuration Using logs, metrics, traces, and application errors to form hypotheses and identify root causes Troubleshooting MongoDB Atlas connectivity, authentication, TLS, network access, indexing, and vector-search issues Reproducing customer problems, developing workarounds, and driving issues through resolution Communicating clearly with customers during complex or high-impact incidents Creating knowledge articles, troubleshooting guides, diagnostic scripts, and reusable runbooks Partnering with Engineering, Product, Security, and other Technical Services teams on escalations and product improvements Contributing to the broader MongoDB database and cloud support cases when needed Experience level Typically 5+ years of relevant technical experience, or equivalent demonstrated expertise. We value practical experience and do not require every candidate to have followed the same career path. What you’ll bring AI and agent platforms: Hands-on experience building or troubleshooting agentic AI applications, including LangGraph, A2A, MCP, tool calling, model-provider integrations, memory, checkpoints, streaming, and human-in-the-loop workflows Programming and systems troubleshooting: Ability to read and debug Go, TypeScript, and Python services, SDKs, and agent workflows, including asynchronous execution, HTTP clients, retries, and timeouts Cloud-native platforms: Experience with Docker and Kubernetes, including deployments, containers, networking, secrets, resource management, and deployment troubleshooting API, identity, and security: Familiarity with REST/JSON APIs, streaming protocols, API keys, OAuth/JWT, RBAC, and service accounts Observability and incident response: Experience using metrics, events, logs, traces, error monitoring, and alerting to diagnose production issues Distributed-systems troubleshooting: Experience investigating issues across application, platform, and data layers, communicating clearly with customers, and driving problems through resolution Bonus Points Experience with MongoDB, MongoDB Atlas, Atlas Vector Search, Voyage AI or another distributed database. Experience using any cloud services stack such as AWS, Azure or GCP Experience with Control/Data-plane architecture services . Experience with Terraform, GitHub Actions, CodeBuild, or other CI/CD systems. Experience with Helm, operators, container registries, or advanced Kubernetes networking. Broad awareness of customer workloads and use