Operations Specialist, Technical Services

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 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