Role Overview
We achieve outstanding customer satisfaction through a 24x7x365 'follow-the-sun' support model, with regional teams covering the Americas, EMEA, and APAC.
We have an incredible opportunity for a customer-obsessed, process-driven Technical Services Operations Specialist to join MongoDB's Technical Services team in Mexico City. As an operational powerhouse, this specialist will drive excellence, efficiency, and scale in delivering technical support services to our worldwide customer base. By embedding AI tools, automation, and modern workforce management workflows into daily operations, you will enable our technical support organization to operate smoothly, predictably, and seamlessly across global teams.
As a key local representative of Technical Services (TS) Operations in Mexico City, you will play a central role in supporting our hybrid working model (3 days in office) while partnering closely with regional and global stakeholders to build a high-performing operations presence and ensure 24x7x365 operational readiness.
Typical responsibilities include
Organizing integral 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 Key Performance Indicators (KPIs) and metrics using tools like Tableau, SQL, and Google Sheets
Identifying operational bottlenecks and building automated tools and scripts using Google Apps
📌 Operations Specialist, Technical Services (Xico)
🏢 Mongodb
📍 Xico