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Technical Services Operations Specialist

MongoDB· Technical Services (Operations)
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Hybrid (Mexico City)full-timePosted 5d ago

About the role

Operational powerhouse role in MongoDB’s Technical Services team in Mexico City, embedding AI tools, automation, and modern workforce management to deliver 24x7x365 technical support globally. Acts as local representative to support a hybrid in-office model and collaborate with regional/global stakeholders to ensure operational readiness and high-quality customer experience.

Responsibilities

  • Organizing global on-call and mission-critical schedules using Workforce Management (WFM) tools and incident response platforms to guarantee seamless 24x7x365 support availability
  • Collaborating with Technical Services leadership and staff to ensure integrated worldwide processes and a unified, high-quality customer experience
  • Primarily supporting the AMER region while working and interacting regularly with global business partners across 'follow-the-sun' handovers
  • Resolving operational roadblocks, servicing critical customer access needs with urgency, and refining support ticket workflows
  • Supporting the measurement, analysis, and dashboard reporting of teamwide KPIs and metrics using Tableau, SQL, and Google Sheets
  • Identifying operational bottlenecks and building automated tools and scripts using Google Apps Script, while leveraging AI platform tools (Claude, Glean)
  • Ensuring team processes and policies are well-documented, communicated, and followed; collaborating with legal teams on Support Policies and Terms and Conditions
  • Coordinating internal and external messaging regarding operational policies, programs, and MongoDB software product lifecycle releases
  • Infrequent international travel may be required (~1 time per year, only as conditions safely permit)

Qualifications

  • 1–3 years of practical experience in operations management, technical support operations, workforce management, or business operations in a fast-paced technology or SaaS environment
  • Strong customer-centric perspective and pursuit of service excellence
  • Fluent written and spoken English and Spanish
  • Data-driven mindset; ability to validate assumptions with evidence and develop scalable, systems-based solutions
  • Attention to detail, proactive planning, and ability to translate strategy into executable steps
  • Excellent operational analysis and cross-group collaboration skills; ability to communicate insights to senior management
  • Ability to stay calm under pressure and manage competing priorities in a fast-growing environment

Skills

Required:Workforce Management (WFM)Data analysis and KPI reportingAutomation / scriptingCommunication
Nice to have:Incident response toolingAI tools exposure
Last updated Oct 22, 2026. Interested? Apply on the company site.
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