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