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 integral 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 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 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 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)

Candidate Profile Required

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

Desirable

Hands-on experience with Workforce Management (WFM) and incident response routing tools

Experience with case and task management platforms like Salesforce and Atlassian / Jira

Proficiency in reporting, data analytics, and workflow automation using SQL and no-SQL, Tableau, Google Sheets, and Google Apps Script

Experience applying AI tools (e.g., Claude, Glean) in technical support or engineering environments to lead adoption of AI-native ways of working across operations

Success Measures Within 30 days

Complete MongoDB's operational onboarding program and gain a solid understanding of MongoDB's product suite, Technical Services team structure, key metrics, and global support model

Obtain full access to and proficiency in our core operational tool stack (Jira, Salesforce, Playvox, PagerDuty, and Google Workspace, etc.)

Shadow daily support operations workflows, including schedule management, queue handling, and shift communications

Within 60 days

Develop a deep understanding of our global support models and operational escalation paths

Independently manage global workforce management tasks using Playvox and PagerDuty

Service routine operational requests (e.g., customer access, sys

📌 Operations Specialist, Technical Services (Ciudad de México)
🏢 Mongodb
📍 Ciudad de México