About Goods & Services
  
Goods & Services is a product design and engineering company. 

We solve mission-critical challenges for some of the world’s largest enterprises, with deep expertise in highly regulated industries—including life sciences and financial services. Our design-led approach allows us to apply cutting-edge capabilities in AI, Data and Hardware Engineering to companies of any size. 

Headquartered in the United States, we operate regional development centers in Mexico and the United Kingdom. This global footprint—anchored by our nearshore model—enables us to deliver at scale with the speed, efficiency, and cultural alignment our clients expect.

About the job

Goods & Services is looking for a IT Operations & Logistics Coordinator who thrives in fast-paced, service-oriented environments while managing both technical helpdesk responsibilities and cross-functional coordination tasks. The ideal candidate brings strong Windows and IT helpdesk expertise, exceptional organizational skills, and a genuine commitment to delivering outstanding customer service to internal and external stakeholders. Candidates must be located or willing to relocate to Merida, Yucatan, Mexico.

What you’ll do:

• Serve as a point of contact for IT service desk requests across the organization, ensuring timely resolution and clear communication throughout the lifecycle of each ticket
• Provide Tier 1 and Tier 2 support for Windows desktops, laptops, and peripherals including software installation, OS troubleshooting, and hardware diagnostics
• Administer and troubleshoot Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Execute PowerShell scripts for routine administrative tasks such as user provisioning, license management, and system reporting
• Contribute to automation and process improvement initiatives using scripting (PowerShell, Bash, or Python a plus)
• Maintain accurate and up-to-date records of IT assets and configurations within the IT asset management system
• Document technical procedures, known issues, and resolution steps in the knowledge base to enable team self-service
• Coordinate end-to-end logistics for IT equipment including procurement, shipping, receiving, and inventory tracking across multiple locations
• Liaise with vendors, freight carriers, and customs brokers to facilitate timely and compliant delivery of hardware and technology assets
• Manage import/export documentation and ensure compliance with applicable customs and trade regulations for cross-border equipment shipments
• Track and reconcile asset inventory; conduct periodic audits and generate reports for management review
• Coordinate onboarding and offboarding logistics to ensure equipment is provisioned and recovered on schedule.
• Provide customer service and communication.

What you’ll need:

• 3+ years of experience in an IT Helpdesk or Service Desk environment with demonstrated progression in scope and responsibility.
• Excellent written and verbal communication skills in both English and Spanish.
• Exceptional customer service skills with a professional, patient, and solution-oriented communication style with demonstrated experience using ticketing systems such as ServiceNow, Jira, Zendesk.
• Experience with Mobile Device Management platforms (Rippling, Intune, Jamf, or equivalent).
• Experience with inventory management and coordinating logistics, shipping, or equipment inventory in a corporate environment.
• Knowledge of customs regulations and import/export documentation for electronics and technology hardware in Mexico (imports, Mexican NOMs, certifications).
• Solid hands-on expertise with Windows OS administration, troubleshooting, and endpoint management.
• Proven ability to manage competing priorities and maintain meticulous organizational systems.
• Ability to work independently in a nearshore/remote-adjacent model while staying closely aligned with a distributed team.

Nice to have:

• Working knowledge of Windows PowerShell for administrative scripting and automation.
• Experience with scripting languages beyond PowerShell (Python, Bash) for process automation.
• Familiarity with Jira Service Management for ticket routing, SLA management, and reporting.
• CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, or similar).
• Prior experience in a company undergoing mergers, acquisitions, or multi-entity IT consolidation

Role Description

We are seeking a SaaS Engineer to manage, optimize, and maximize value from Dropbox’s SaaS ecosystem. The ideal candidate has hands-on experience administering collaboration platforms (Google Workspace, Slack, Zoom, Dropbox), strong scripting/automation skills, and a curiosity for exploring new features and AI capabilities. You will help ensure SaaS platforms are secure, scalable, and fully leveraged, enabling Dropboxers to get the most out of their tools.

Responsibilities

• Administer SaaS platforms: user management, security, permissions, workflows, integrations.
• Proactively evaluate new SaaS features and run pilots/adoption programs.
• Measure and report on adoption and usage trends across collaboration platforms.
• Identify opportunities to leverage AI, automation, and integrations for smarter collaboration.
• Troubleshoot and resolve SaaS-related incidents, documenting best practices.
• Deliver documentation, training, and communication to drive user enablement.

Requirements

• 5+ years experience administering enterprise SaaS platforms (i.e. Google Workspace, Slack, Zoom, Dropbox).
• Experience with automation/scripting (Python, Bash, PowerShell, AWS Lambda).
• Familiarity with SaaS APIs, integrations, and CI/CD pipelines.
• Strong analytical skills for usage data, adoption metrics, and feature impact.
• Excellent troubleshooting, problem-solving, and cross-functional communication skills.
• Ability to work independently and cross-functionally, with clear communication to both technical and non-technical stakeholders.
• Strong documentation skills, with experience maintaining knowledge bases, SOPs, and onboarding guides

Preferred Qualifications

• Certifications in Google Workspace or Slack administration.
• Experience with SaaS adoption programs and driving user engagement.
• Familiarity with AI/ML-powered SaaS features.
• Background in SaaS spend optimization and vendor management.