• Provide professional, friendly, and timely support for Softdocs products • Communicate clearly and positively to drive case resolution • Document every issue, action, and outcome accurately in the support system • Respond to requests via email, chat, phone, and case management tools • Manage multiple open cases and prioritize effectively in a fast-paced environment • Collaborate with internal teams to resolve complex issues and share knowledge • Interpret application and system logs to troubleshoot functionality • Stay current on product updates and features through training and self-learning • Suggest improvements for internal documentation and support processes

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat • Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges • Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems • Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem • Stay up-to-date with product updates and features to provide accurate and current support

BP3 is seeking a Support Engineer with strong experience in IBM Business Automation Workflow (BAW) to join our support and managed services team. This role focuses on supporting, maintaining, and evolving production BAW environments for enterprise clients, often as part of long-term managed service engagements. You will work closely with BP3 architects, product teams (including Brazos), and client stakeholders to ensure stable operations, timely issue resolution, and continuous improvement of BAW platforms. This is not a “ticket factory” role. It requires solid platform expertise, including the ability to troubleshoot across the application, middleware, and operating system layers, sound technical judgment, strong communication skills, and the ability to build trusted relationships with customers. Key responsibilities IBM BAW Platform Support - Provide day-to-day operational support for IBM Business Automation Workflow (BAW) environments (on-prem and cloud) - Diagnose and resolve issues across: - BAW runtime services, clusters, and environment configuration - Process Server and Case components, including deployment and execution issues - Human task routing, work management, and user experience concerns - Integrations (REST/SOAP), authentication (LDAP/SSO), and security-related configurations - Analyze BAW process applications to determine whether issues stem from platform configuration or solution design, and implement or recommend appropriate corrective changes - Perform and support BAW upgrades, patching, and version transitions Environment & Operational Management - Assist with deployments, restarts, and environment health checks - Perform routine system maintenance (snapshots, cleanup, configuration reviews) - Identify recurring issues and recommend improvements to reduce operational risk - Help stabilize and mature customer environments over time Client-Facing Support - Act as a trusted technical contact for clients running BAW in production - Communicate clearly about issues, root causes, and remediation steps - Provide “backstop support” to customer administrators and BP3 delivery teams - Balance responsiveness with thoughtful, sustainable solutions Collaboration & Escalation - Work with BP3 architects and senior engineers on complex or systemic issues - Coordinate with IBM Support when defects or product-level issues are identified - Contribute to documentation, runbooks, and operational knowledge transfer

MongoDB Technical Services Engineers 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. Technical Service Engineers are experts in the entire MongoDB ecosystem - database server, drivers, cloud and infrastructure. This also includes services such as Atlas (database as a service), or Cloud Manager (which helps customers with automation, backup and monitoring of their MongoDB systems). Our engineers combine their MongoDB expertise with passion, initiative, teamwork and a great sense of humor to help our customers to be successful with MongoDB. Our engineers can tell you how MongoDB’s Technical Services Team is Solving Complex Technical Challenges. We are looking to speak to candidates who are based in the United States for our remote working model Monday to Friday, 8am-5pm, for the first 3-6 months, depending on ramping speed. Once considered ramped, they will transition to a permanent (either Wednesday to Sunday, or Saturday to Wednesday) work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift. Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one’s normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability. Cool things you’ll do MongoDB is on a mission to change the way people think about databases. Along the way, our customers encounter questions and issues about how our approach to databases works for their use case. In Technical Services, it's our job to help these customers be successful. You'll be working alongside our largest customers, solving their complex challenges - resolving questions on architecture, performance, recovery, security, and everything in between. You'll become an expert resource on best practices in running MongoDB at scale, whatever that scale may be. You'll be an advocate for customers' needs - interfacing with our product management and development teams on their behalf. You’ll be part of a team which delivers rich shared context as part of global incident response for select customers. And you'll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics. What you need We consider all candidates with an eye for those who are self taught, insatiably curious, and multi-faceted. It’s important for candidates to check off these boxes: - Excellent communication skills, both written and verbal - Genuine desire to help people - Ability to think on your feet, remain calm under pressure, and solve problems in real-time - Desire and ability to rapidly learn a wide variety of new technical skills - Collaboration: willingness and ability to get help from team members when required, and the good judgment to know when to seek help - Systems engineering experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, clusters, and troubleshooting - Should have a good understanding of Networking concepts and protocols (DNS, TCP/IP, SSL/TLS, etc.) - Experience in leveraging APIs to gather information and initiate actions - Storage engineering experience, including NAS, SAN, SSD, multi-pathing, and caching - Experience building and maintaining complex mission-critical production database systems - Be able to read code, and basic coding/scripting ability in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node.js, Go, etc. - Broad awareness of customer workloads and use cases, including performance, availability, and scalability - Experience analyzing issues holistically, from the application tier through the database, down to the storage Bonus Points - Experience managing large scale databases (e.g. RDBMS, NoSQL) - Experience with authentication systems such as LDAP, Kerberos, AD - Experience using or managing MongoDB - Experience using distributed version control systems, and in particular git - Experience using any cloud services stack such as AWS, Azure or GCP - Experience with Kubernetes or other orchestration systems using vendor-specific Enterprise operators. Success Measures - In 3 months, you’ll have gained a deep understanding of MongoDB and its ecosystem. You will complete New Hire Training - In 6 months, you will be comfortable working frontline with our customers. You will also complete the MongoDB Certified DBA Associate exam - In 12 months, you will be a technical specialist within MongoDB and will be helping your peer engineers in advanced diagnostics, and you will be encouraged to handle technical escalations independently This role will be based remotely in the United States. About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 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. Req ID: 1273387653 MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates. MongoDB’s base salary range for this role in the U.S. is: $90,000—$176,000 USD