24/7 Global Technical Services Ops Specialist

MongoDB Inc.; United States; Hybrid; USD 65,000 - 95,000; Full time

Job summary

MongoDB Inc. is seeking a Technical Services Operations Specialist to join our team in Mexico City. You will orchestrate 24x7x365 global support readiness, drive process improvements, and embed AI tools and automation into daily operations to scale our technical services.

You will partner with regional and global teams while ensuring a smooth hybrid-work model (3 days in office). Ideal candidates have 1–3 years in operations management or tech-support operations, with strong data instincts,

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, with a passion for delivering service excellence.
• Fluent written and spoken communication in English and Spanish.
• Focus on data to answer questions and solve operational issues with scalable, systems-based solutions.

Responsibilities

• Organize global on-call and mission-critical schedules using Workforce Management tools and incident response platforms to guarantee seamless 24x7x365 support.
• Collaborate with Technical Services leadership to ensure integrated worldwide processes and a high-quality customer experience.
• Primarily support the AMER region while interacting with global partners across follow-the-sun handovers.
• Resolve operational roadblocks, service critical customer access needs with urgency, and refine ticket workflows.
• Measure, analyze, and report KPIs using Tableau, SQL, and Google Sheets.
• Build automated tools and scripts using Google Apps Script; leverage AI tools to drive efficiency.
• Document and communicate team processes; work with legal on Support Policies and Terms.
• Coordinate internal and external messaging regarding policies, programs, and product lifecycle releases.
• Occasional international travel (~1 time per year) when conditions permit.

Skills

Operations management

Workforce management

Data-driven decision making

Tools

Jira

Salesforce

Playvox

PagerDuty

Tableau

SQL

Google Sheets

Job description

MongoDB Inc. is seeking a Technical Services Operations Specialist to join our team in Mexico City. You will orchestrate 24x7x365 global support readiness, drive process improvements, and embed AI tools and automation into daily operations to scale our technical services.

You will partner with regional and global teams while ensuring a smooth hybrid-work model (3 days in office). Ideal candidates have 1–3 years in operations management or tech-support operations, with strong data instincts,