Regional Tech Services Lead — AI-Native Support (Hybrid)

MongoDB Inc.; Ciudad de México; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Leadership opportunities

Job summary

MongoDB is seeking a transformational leader to join Technical Services in Mexico City and run a regional team of Support Engineers. You will build an AI-native Technical Services group, embedding AI tools and workflows into daily operations to scale customer outcomes.

As a local representative, you will recruit, develop local talent, partner with regional stakeholders, and shape a high-performing TS presence while guiding complex customer investigations and improving processes.

Qualifications

• Proven experience leading technical support teams and coordinating escalations.
• Strong people management with emphasis on customer experience and technical excellence.
• Ability to rapidly adopt new technologies and deploy them in a team environment.

Responsibilities

• Diagnose and guide complex investigations across multiple technical layers.
• Advise on design and architecture, including data distribution and replication for availability and latency.
• Own high-impact customer investigations involving AI applications and workflows.
• Advocate for customers in roadmap discussions and business-case articulation.
• Create and improve troubleshooting methodologies, runbooks, and knowledge articles.
• Collaborate globally to ensure seamless regional handovers of follow-the-sun issues.
• Lead training and knowledge sharing to scale expertise across the team.
• Drive knowledge base expansion to reduce recurrences and boost self-service.

Skills

People management

Customer focus

Adaptability to tech

Calm under pressure

Diagnostic skills

Business acumen

Leadership by example

Stakeholder communication

Hiring & performance

Job description

MongoDB is seeking a transformational leader to join Technical Services in Mexico City and run a regional team of Support Engineers. You will build an AI-native Technical Services group, embedding AI tools and workflows into daily operations to scale customer outcomes.

As a local representative, you will recruit, develop local talent, partner with regional stakeholders, and shape a high-performing TS presence while guiding complex customer investigations and improving processes.