MongoDB
Escalation Manager - EST hours
United States
Sponsorship not specified$101k-$198kDetected 22 hours ago
Distributed SystemsNoSQLMongoDBAWSGCPAzureCloud PlatformsLinuxDevOpsIncident ResponseStakeholder ManagementAccount ManagementNegotiationExcelProcess ImprovementCustomer SuccessCustomer SupportCadenceSystems EngineeringLeadershipCommunicationAdaptabilityOrganizational Skills
About the role
- The Escalation Manager is a critical role within Technical Services.
- Individuals in this role are highly organized, proactive, and professional.
- Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win.
Responsibilities
- Manage a portfolio of high-impact, long-running escalations and drive 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
- Maintain a regular communication cadence, including executive summaries for internal stakeholders
- Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer
- Identify recurring operational gaps and drive improvements from problem statement through rollout and results tracking
- Experience using data, recurring themes, and post-incident learnings to drive process improvement or programmatic change
- We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software.
- To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone.
Requirements
- Escalation Experience: 3+ years managing highly technical customer escalations in the software industry
- Technical Depth: Strong troubleshooting and diagnostic skills, including experience with distributed systems and advanced computing concepts
- Adaptability: Ability to learn new technologies quickly and think clearly in complex situations
- Engineering Fluency: Experience in software engineering, including comfort with programming, queries, and command-line operations
- Cloud Depth: Cloud expertise across AWS, Azure, and GCP, including familiarity with IaaS, PaaS, and SaaS environments
- Leadership Presence: Strong leadership presence with the ability to bring structure to ambiguity and help teams navigate high-pressure situations
Nice to have
- NoSQL experience preferred
Skills
- Position Expectations
- Skill in conducting customer-facing and internal technical root cause analysis
- Hands-on experience as a database, network, or storage administrator
Compensation
- Salary is one part of MongoDB's total compensation and benefits package.
- Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
- MongoDB's base salary range for this role in the U.S. is:
Benefits
- From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys.
Company info
- Experience working with customers, stakeholders, and vendors in corporate or vendor environments
- MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market.
- With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we're powering the next era of software.
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This listing is sourced directly from MongoDB's careers page and normalized into a canonical job model.