Global Technical Services Operations Specialist

MongoDB Inc.; Ciudad de México; Hybrid; MXN 420,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Disability accommodations

Job summary

MongoDB Inc. seeks a Technical Services Operations Specialist in Mexico City to drive 24x7 operational readiness, workforce management, and process automation across global teams. You will embed AI tools, improve incident response, and support cross-regional handovers to ensure seamless service delivery.

The role emphasizes data-driven decision making, strong collaboration with regional and global partners, and maintaining customer-focused processes in a fast-growing environment.

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 approach to solving operational challenges, coupled with a passion for delivering service excellence
• Fluent written and spoken communication skills in both English and Spanish
• Focuses on data to answer questions—likes to “do the math,” validate assumptions with evidence, and solve operational issues with scalable, systems-based solutions
• Pays close attention to detail, anticipates next steps with minimal direction, and can break strategic initiatives down into tactical, execution-ready next steps
• Exceptional operational analysis and cross-group collaboration skills, with the ability to articulate insights across all organizational levels, including senior management
• Ability to think on your feet, remain calm under pressure, and manage competing priorities in a rapidly growing environment against tight deadlines

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
• Exemplifying a customer-obsessed mindset by resolving operational roadblocks, servicing critical customer access needs with urgency, and continually refining support ticket workflows
• Supporting the measurement, analysis, and dashboard reporting of teamwide KPIs and metrics using tools like 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) to drive efficiency across the team
• Ensuring team processes and policies are well-documented, communicated, and followed. Collaborating with legal teams to maintain customer-facing 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)

Skills

Operations management

Customer-centric

Data analysis

English & Spanish

Attention to detail

Cross-functional collaboration

Problem-solving

Tools

WFM tools

Tableau

SQL

Google Sheets

Salesforce

Jira

PagerDuty

Playvox

AI tools (Claude, Glean)

Job description

MongoDB Inc. seeks a Technical Services Operations Specialist in Mexico City to drive 24x7 operational readiness, workforce management, and process automation across global teams. You will embed AI tools, improve incident response, and support cross-regional handovers to ensure seamless service delivery.

The role emphasizes data-driven decision making, strong collaboration with regional and global partners, and maintaining customer-focused processes in a fast-growing environment.