# Operations Specialist, Technical Services

**Company**: MongoDB
**Location**: Mexico City
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/mongodb/jobs/8281527?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f885b5da-0b0

## Description

We achieve outstanding customer satisfaction through a 24x7x365 ‘follow-the-sun’ support model, with regional teams covering the Americas, EMEA, and APAC.

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)

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, system permissions) with urgency, accuracy, and a customer-obsessed approach

- Build strong working relationships with Technical Services team members and regional stakeholders across AMER

Within 90 days

- Take ownership of gathering and analyzing teamwide KPI data, maintaining operational dashboards across Tableau, SQL, and Google Sheets

- Identify at least one operational bottleneck or manual process and implement an automation or workflow enhancement (e.g., leveraging Google Apps Script or AI tools like Claude/Glean)

- Review and update existing Standard Operating Procedures (SOPs) and internal runbooks to reflect accurate, scalable processes

At 120 days and onward

- Consistently drive daily operational efficiency for the AMER region while seamlessly supporting global handovers

- Partner with Technical Services leadership to pitch and execute continuous process improvements and automation projects

- Serve as a reliable operational subject matter expert in Mexico City, enabling regional growth and supporting overall team scale

## Skills

### Required
- Workforce Management (WFM)
- incident response platforms
- Tableau
- SQL
- Google Sheets
- Google Apps Script
- AI platform tools (Claude, Glean)
- Spanish
- English

### Nice to have
- hands-on experience with WFM and incident response routing tools
- 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

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mongodb/jobs/8281527?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)