The worldwide data management software market is massive (IDC forecasts it to be $136 billion by 2027!). 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.

This is an opportunity for a transformational individual to join the MongoDB Technical Services team as a Knowledge Engineer. The Technical Services Knowledge Engineer is a dynamic role that combines technical writing, programming skills, technical experience, and innovative approaches to problem solving to curate and share collective product insight with MongoDB team members and customers.

Our Technical Services team use their exceptional problem-solving and customer-service skills, along with their deep technical experience, to advise customers and to solve their complex MongoDB problems. The Knowledge Engineer works closely with this team to foster the creation of content which can be referenced internally or by our many customers.

This role will appeal to a technically curious individual with a background in both technical communication and software development who wishes to advance their career in key areas such as information management, AI-based search technologies, web development, and technical writing.

This role is requires individuals to go into our Austin office 2-3 days a week. 

• Develop, maintain, and continually improve MongoDB content for internal and external reference including technical articles, training material, and code samples
• Review technical content for accuracy, clarity, and presentation
• Advocate for knowledge sharing by subject matter experts
• Report on and analyze support case deflection metrics using data from federated search and other available sources
• Analyze customer support issues and assist in identifying and addressing knowledge gaps
• Contribute to internal technical projects such as authoring workflow, software tools, and infrastructure maintenance
• Collaborate with adjacent Technical Services internal enablement efforts, such as Education and Product Readiness
• Follow Knowledge Management processes and best practices to enable customer self-service success

• At least 3-5 years experience producing written technical communication in English
• Diverse technical writing skills, including experience producing conceptual, procedural, and reference information for a technical developer audience
• Extreme attention to detail and an above-average degree of patience
• The desire and ability to rapidly learn a wide variety of new technical skills
• Comfortable working in an agile environment
• One or more of the following:
• Experience working in a structured technical content workflow environment
• Familiarity with Knowledge-Centered Services (KCS)
• Experience using or managing databases
• Experience coding in one or more of the languages with drivers supported by MongoDB, such as Java, PHP, Python, Ruby, C#, Node.js
• Experience with system administration of servers or networks
• Technical Support experience

• Familiarity using or managing MongoDB products
• Exposure to AI/ML technologies, including AI-based search
• Experience using JIRA, Salesforce, Slack, GSuite
• Experience with Coveo administration
• Experience with website design, focusing on UX
• Familiarity with search engine optimization
• Hands-on experience in Support case deflection
• Experience curating knowledge base content
• Familiarity with producing video-based content
• Data analysis experience

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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.