Regional Technical Services Manager — AI-Driven Support

Neura Market; Ciudad de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Learning & development opportunities

Disability accommodations

Descripción de la vacante

MongoDB is seeking a transformational leader to join its Technical Services team in Mexico City, building and scaling a regional team of Support Engineers. You will recruit, develop local talent, and embed AI-native tools into daily operations to improve engineer effectiveness and customer outcomes.

The role focuses on managing high-profile escalations, coordinating with internal engineering, and partnering with regional stakeholders to grow a high-performing Technical Services presence in the

Formación

• Minimum five years practical experience running a technical support team or organization.
• Strong people management skills with a track record of building and managing teams focused on customer experience and technical excellence.
• Ability to rapidly adopt new technologies and deploy them in a team environment.
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time.
• Ability to lead-by-example with strong diagnostic and troubleshooting skills.
• Ability to understand customer business drivers and use cases.
• Customer advocate capable of mitigating and driving issues.
• Experience hiring, performance management, and translating goals to team and individuals.
• Ability to articulate and calibrate communication style for technical and executive audiences.

Responsabilidades

• Diagnose and resolve performance-related issues across multiple technical layers.
• Advise on design and architecture including global distribution and data replication.
• Own complex customer investigations involving AI applications and workflows.
• Advise on roadmap features and articulate business cases for issue resolution.
• Create and improve troubleshooting methodologies, knowledge articles, scripts, and runbooks.
• Collaborate with peer teams for seamless follow-the-sun handovers.
• Promote training and knowledge sharing across the team and community.
• Increase case-deflection by expanding knowledge bases and self-service.
• Review recurring issues to improve support processes and tooling.
• Engage with named accounts to understand customer architecture and opportunities.

Conocimientos

People management

Technical leadership

Customer advocacy

Hiring decisions

Communication skills

Diagnose and troubleshoot

Adapt to new tech

Descripción del empleo

MongoDB is seeking a transformational leader to join its Technical Services team in Mexico City, building and scaling a regional team of Support Engineers. You will recruit, develop local talent, and embed AI-native tools into daily operations to improve engineer effectiveness and customer outcomes.

The role focuses on managing high-profile escalations, coordinating with internal engineering, and partnering with regional stakeholders to grow a high-performing Technical Services presence in the