---
title: 'Operations Specialist, Technical Services at MongoDB'
canonical: 'https://feeny.ai/job/operations-specialist-technical-services-mongodb-mexico-city-pmf554wtj0ef'
type: 'job'
last_seen: '2026-10-18'
---

# Operations Specialist, Technical Services at MongoDB

- **Company:** MongoDB
- **Location:** Mexico City, Mexico
- **Posted:** 2026-10-16
- **Last confirmed live:** 2026-10-18
- **Apply:** https://www.mongodb.com/careers/job/?gh_jid=8281527

## Job description

## 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 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, 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

## About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our [Leadership Commitment,](https://www.mongodb.com/company) guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. [From employee affinity groups, to fertility assistance and a generous parental leave policy](https://www.mongodb.com/company/blog/culture/employee-benefits-that-make-a-difference-at-mongodb), we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.[Learn more about what it’s like to work at MongoDB](https://www.mongodb.com/blog/channel/culture), and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

Req ID: 3273582139

## About MongoDB

## Company Overview
- **One-liner**: MongoDB provides a modern, multi-cloud data platform that enables organizations to build, deploy, and run data-intensive applications at scale.
- **Entity Type**: Public (NASDAQ: MDB)
- **Headquarters**: New York, USA
- **Founded**: 2007 (as 10gen; renamed MongoDB in 2013)
- **Founders**: Dwight Merriman, Eliot Horowitz, Kevin Ryan

## Core Business
- **Primary industry**: Database software and data platform (document-oriented NoSQL, multi-cloud, AI‑ready)
- **Target customers**: B2B – enterprises, SMBs, and individual developers; also B2C via embedded applications
- **Mission**: “Unleash the power of software and data” [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]

## Products & Services
- **MongoDB Atlas** – Fully managed, multi-cloud database service (AWS, Azure, GCP) with built‑in analytics, serverless, and vector search capabilities. [[mongodb.com](https://www.mongodb.com/)]
- **MongoDB Enterprise Advanced** – Self‑managed database for on‑premises or private cloud deployments, with enterprise‑grade security and support.
- **MongoDB Community Server** – Free, open‑source document database for development and small‑scale production.
- **MongoDB Atlas Search & Vector Search** – Integrated search and AI‑driven vector capabilities on the same data platform.
- **MongoDB Realm / Device Sync** (legacy) – Mobile and edge data synchronization (superseded by Atlas Device SDKs).

## Market Standing
- **Valuation/Market Cap**: Not publicly available from provided sources (publicly traded; refer to stock exchange data).
- **Key Metric**: Annual revenue – reported in SEC filings (10‑K for fiscal year ended January 31, 2025) [[investors.mongodb.com](https://investors.mongodb.com/static-files/2e35ada9-36d6-4ea2-a03a-bbba3b559770)].
- **Notable Investors/Partners**: 1,000+ technology and service partners; over 67,000 customers across industries [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)].
- **Growth Signals**:
  - 5,550 total employees (as of mid‑2026) [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)]
  - 175,000+ builders (developers) joining the platform every month [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]
  - Named “Best Place to Work in 2026” by Built In (Large Companies) [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)]
  - Recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Cloud Database Management Systems (4th consecutive year) [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)]

## Competitive Advantages
- **Document model flexibility** – Schema‑less design allows rapid iteration and handling of diverse data types.
- **Multi‑cloud native** – Same developer experience across AWS, Azure, and GCP, reducing lock‑in.
- **Developer‑centric ecosystem** – Rich drivers, tools (Compass, Shell, VS Code extension), and a large community.
- **AI‑ready platform** – Native vector search and retrieval‑augmented generation (RAG) capabilities for generative AI workloads.
- **Strong partner & customer base** – Thousands of partners and a massive installed base (67k+ customers) create network effects.

## Strategic Focus
- **AI and vector workloads** – Deepening support for AI/ML use cases (vector search, RAG, Atlas for generative AI).
- **Hybrid and flexible work** – Offering in‑office, flexible (1–2 days per week), fully remote, and customer‑facing remote models to attract top talent [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Sustainability** – Reducing waste and carbon footprint (e.g., 58% waste reduction in FY24, 100% LED office lighting) [[mongodb.com/company](https://www.mongodb.com/company?jmp=footer)].
- **Developer education & ecosystem growth** – Expanding free tier, certifications, and community programs to drive platform adoption.

## Why Work Here
- **Culture & values**: Guided by principles like “Build Together,” “Make it Matter,” “Own What You Do,” and “Be Intellectually Honest” [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Inclusion**: Active Diversity, Equity & Inclusion programs and Employee Resource Groups (e.g., Veterans ERG) [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Flexible work models**: Options for in‑office, flexible hybrid, fully remote, and customer‑facing remote; 14 offices globally [[builtin.com](https://builtin.com/company/mongodb/faq/culture-values)].
- **Benefits**: Competitive compensation, plus benefits across four pillars – physical, emotional, financial, and family & community [[mongodb.com/company/careers](https://www.mongodb.com/company/careers)].
- **Career growth**: Leadership development programs, mentorship for students/graduates, and a “think big, go far” ethos.

## Sources
1. [MongoDB Careers Page](https://www.mongodb.com/company/careers)
2. [MongoDB About Page](https://www.mongodb.com/company?jmp=footer)
3. [MongoDB Homepage](https://www.mongodb.com/)
4. [MongoDB 10‑K (March 2025)](https://investors.mongodb.com/static-files/2e35ada9-36d6-4ea2-a03a-bbba3b559770)
5. [MongoDB Culture on Built In](https://builtin.com/company/mongodb/faq/culture-values)

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