Senior Technical Services Engineer
Salary not listed • Mexico City • Full-time
Posted 24d ago
Job Location
Mexico City
Tech Stack
Remote Work Policy
On-site
Employment Type
Full-time
Categories
AI Agent Engineer
About the job
We are establishing a new Technical Services capability in Mexico to support a platform that empowers customers to build, deploy, and operate AI applications using MongoDB. As an early hire on a growing team, you will play a key role in shaping customer support strategies, collaborating with Engineering and Product teams, and establishing the team's technical practices. The platform integrates AI application workflows, orchestration, model and tool integrations, cloud infrastructure, data services, and observability. The support team will address complex issues across these layers to ensure customers can operate their applications successfully. This role is based in Mexico City and follows a hybrid working model.
Responsibilities
- Provide technical leadership for customers operating AI applications on the MongoDB platform.
- Own complex investigations across application behavior, agent workflows, APIs, cloud infrastructure, security, and data services.
- Lead structured investigations, root-cause analysis, and recovery efforts across multiple technical layers.
- Investigate agent workflows, tool calls, model-provider integrations, memory, checkpoints, streaming, retries, and timeouts.
- Read and debug Go, TypeScript, and Python services and agent implementations using logs, metrics, traces, and diagnostic tooling.
- Troubleshoot Kubernetes and containerized workloads, including deployments, images, secrets, resource failures, and networking.
- Serve as a technical subject-matter expert for AI application support and related distributed-system issues.
- Create and improve troubleshooting methodologies, knowledge articles, diagnostic scripts, and reusable runbooks.
- Mentor and coach engineers in AI fundamentals, cloud-native operations, customer communication, and troubleshooting methodology.
- Partner with Engineering, Product, Security, and other Technical Services teams to communicate customer impact and influence product improvements.
- Review recurring issues and identify opportunities to improve support processes, tooling, and customer self-service.
- Contribute to broader MongoDB database and cloud support cases as needed.
Requirements
- 8+ years of relevant technical experience, including significant experience troubleshooting production systems, supporting complex customers, or leading technical escalations.
- 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.
- Ability to read and debug Go, TypeScript, and Python services, SDKs, and agent workflows, including asynchronous execution, HTTP clients, retries, and timeouts.
- Experience with Docker and Kubernetes, including deployments, containers, networking, secrets, resource management, and deployment troubleshooting.
- Familiarity with REST/JSON APIs, streaming protocols, API keys, OAuth/JWT, RBAC, and service accounts.
- Experience using metrics, events, logs, traces, error monitoring, and alerting to diagnose production issues.
- Experience investigating issues across application, platform, and data layers, communicating clearly with customers, and driving problems through resolution.
- Customer-centered problem solving and a desire to help people achieve successful customer outcomes.
- Ability to think on your feet, remain calm under pressure, form hypotheses, use evidence, and solve problems in real time.
- Rapidly build expertise across new technologies, especially AI platforms, distributed systems, and cloud infrastructure.
- Ability to work independently, seek help when needed, and provide context to others.
- Ability to explain complex technical issues clearly to customers, engineers, and cross-functional partners.