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About the Role

MongoDB’s Escalation Manager is a critical role within Technical Services. As a member of our global Incident and Escalation Management team, they work internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account. Individuals in this role are highly organized, proactive and professional. You are one who excels in fast-paced environments and can assess business impact, mobilize cross-functional teams, and drive technical escalations with urgency and ownership. We are looking for someone who has a customer-focused mindset with excellent communication and expectation-setting abilities. You have a technical background in Support, Services, DevOps, Systems Engineering, or Database environments, and are experienced in incident response or crisis management. You will have strong negotiation and objection-handling skills, along with the ability to deliver concise, actionable reporting for escalations and post-mortem reviews.

Responsibilities

Manage a portfolio of high-impact, long-running escalations, driving them to resolution
Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication
Collaborate with Engineering and Field leadership to secure resources and drive issue resolution
Organize and lead internal and customer calls, ensuring alignment and progress across teams
Maintain a regular communication cadence, including executive summaries for internal stakeholders
Ensure timely delivery of commitments by proactively communicating risks or changes
Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer
Track and analyze escalation trends to contribute to continuous process improvements
Lead or support initiatives that evolve escalation and incident management practices

Requirements

3+ years managing highly technical customer escalations in the software industry
Experience with managing and engaging customers throughout the case life history
Skilled in conducting customer facing and internal technical root cause analysis
Strong background in utilizing PagerDuty and managing incidents
Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts
Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies
Experience in corporate/vendor environments working with customers, stakeholders, and vendors
High emotional intelligence, a customer-focused mindset, and a strong desire to help others
Ability to quickly learn new technologies and think on your feet in complex situations
Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences

Skills

Highly organized
Proactive
Professionalism
Ability to excel in fast-paced environments
Business impact assessment
Cross-functional team mobilization
Urgent and ownership-driven technical escalation management
Customer-focused mindset
Excellent communication skills (written and verbal)
Expectation setting
Technical background in Support, Services, DevOps, Systems Engineering, or Database environments
Incident response
Crisis management
Strong negotiation skills
Objection handling
Concise, actionable reporting for escalations and post-mortem reviews
Customer-facing and internal technical root cause analysis
PagerDuty utilization
Incident management
Strong troubleshooting and diagnostic skills
Experience with distributed systems
Advanced computing concepts
Linux
Cloud platforms (AWS, GCP, Azure)
Database technologies
High emotional intelligence
Desire to help others
Ability to quickly learn new technologies
Ability to think on your feet in complex situations
Executive engagement
Technical issue translation for diverse audiences
Software engineering experience (programming, queries, command-line operations)
Technical support background
Customer success background
Account management background (database or distributed systems company, NoSQL preferred)
Database administration
Network administration
Storage administration
Cloud expertise (AWS, Azure, GCP)
Familiarity with IaaS, PaaS, and SaaS environments

Location

Remote
Central Timezone (US)
Eastern Timezone (US)
US Soil

Work Type

Full-time
Remote
Swing Shift (12pm-9pm ET)
Monday to Friday (first 6-9 months)
Tuesday to Saturday (permanent after ramping)
Weekend coverage

Experience Level

3+ years managing highly technical customer escalations

Salary/Compensations

$101,000—$198,000 USD

Benefits

Equity
Participation in the employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
401(k) plan
Mental health counseling
Access to transgender-inclusive health insurance coverage
Health benefits offerings
Employee affinity groups

About the Company

MongoDB is built for change, empowering customers and people to innovate at the speed of the market.
MongoDB has redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software.
MongoDB’s unified database platform is the most widely available, globally distributed database on the market, helping organizations modernize legacy workloads, embrace innovation, and unleash AI.
MongoDB Atlas, a cloud-native platform, is the only globally distributed, multi-cloud database available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, MongoDB powers the next era of software.
MongoDB's Leadership Commitment guides decisions, interactions, and success.
MongoDB is committed to developing a supportive and enriching culture for employee personal growth and business impact.

Equal Opportunity

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within the application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.