Operations Specialist, Technical Services
Core
Drive excellence, efficiency, and scale in delivering 24x7x365 technical support services to MongoDB's worldwide customer base by embedding AI tools and automation into daily operations.
Role type
Technical Services Operations Specialist (Hybrid IC)
Builds
Global on-call schedules, unified support processes, and operational dashboards for the Americas region
Domain
SaaS / Database Technology / Technical Support Operations
Required skills
Workforce Management (WFM), incident response routing, operational analysis, cross-group collaboration, process documentation, data-driven problem solving, automation scripting
Preferred skills
Salesforce, Jira, SQL, Tableau, Google Apps Script, AI tool adoption (Claude, Glean)
Technologies
Playvox, PagerDuty, Tableau, SQL, Google Sheets, Google Apps Script, Claude, Glean
Responsibilities
Organize global on-call schedules using WFM tools; collaborate with leadership to ensure integrated worldwide processes; resolve operational roadblocks and service critical customer access needs; measure and report teamwide KPIs using data tools; identify bottlenecks and build automated tools/scripts; ensure team processes and policies are documented and followed.
Seniority
Mid-level, hands-on IC
