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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 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 written and verbal communication skills with experience engaging executives and translating technical issues for diverse audiences

Skills

Experience in software engineering with comfort in programming, queries, and command-line operations
Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred)
Hands-on experience as a database, network, or storage administrator
Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environments

Location

Remote
US Citizen on US Soil
Central or Eastern timezones (US)

Work Type

Full-time
Third Shift (11pm-8am ET)
Weekend Shift (Tuesday to Saturday, permanent after ramping)

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

About the Company

MongoDB is built for change, empowering customers and people to innovate at market speed.
Redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software.
MongoDB’s unified database platform, the most widely available, globally distributed database 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 database and is 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.
Our Leadership Commitment guides decisions, interactions, and success.
Committed to developing a supportive and enriching culture for all employees to drive personal growth and business impact.

Equal Opportunity

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, 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.