Escalation Manager - EST hours

MongoDB•Atlanta, GA

5d•$101,000 - $198,000•Remote

About The Position

The Escalation Manager is a critical role within Technical Services at MongoDB. As a member of the global Incident and Escalation Management team, this person will work internally with Engineering, Services, Sales, and Product Management, and externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. In addition to managing active escalations, this role will help lead cross-functional improvement work that strengthens response to complex customer situations, improves operational excellence, and helps prevent repeat issues. The ideal candidate can operate with urgency while also stepping back to identify themes, drive projects, and influence better outcomes across teams. Individuals in this role are highly organized, proactive, and professional. They excel in fast-paced environments, assess business impact, mobilize cross-functional teams, drive technical escalations with urgency and ownership, and create alignment in ambiguous, high-pressure situations. They bring a customer-focused mindset, strong communication and expectation-setting ability, and a technical background in Support, Services, DevOps, Systems Engineering, or database-related environments, along with incident response or crisis management experience. They also bring strong negotiation and objection-handling skills and can deliver concise, actionable reporting for escalations and post-mortem reviews. We’re looking to speak with candidates on the east coast, either local to one of our offices or remote.

Requirements

3+ years managing highly technical customer escalations in the software industry
Experience managing customer engagement throughout the lifecycle of a case
Skill in conducting customer-facing and internal technical root cause analysis
Experience using PagerDuty and managing incidents
Strong troubleshooting and diagnostic skills, including experience with distributed systems and advanced computing concepts
Familiarity with Linux, cloud platforms, and database technologies
Experience working with customers, stakeholders, and vendors in corporate or vendor environments
High emotional intelligence, a customer-focused mindset, and a strong desire to help others
Ability to learn new technologies quickly and think clearly in complex situations
Excellent written and verbal communication, including experience engaging executives and translating technical issues for diverse audiences
Experience leading cross-functional projects or operational improvement initiatives in a technical or customer-facing environment
Demonstrated ability to influence stakeholders, create alignment, and drive execution without direct managerial authority

Nice To Haves

Experience in software engineering, including comfort with 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 across AWS, Azure, and GCP, including familiarity with IaaS, PaaS, and SaaS environments
Experience using data, recurring themes, and post-incident learnings to drive process improvement or programmatic change
Strong leadership presence with the ability to bring structure to ambiguity and help teams navigate high-pressure situations
Experience managing escalations for security-sensitive or regulated customer environments

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
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 improvement
Lead cross-functional initiatives and small to medium projects that improve escalation management, incident handling, stakeholder communication, and customer outcomes
Identify recurring operational gaps and drive improvements from problem statement through rollout and results tracking
Provide leadership in complex or ambiguous situations by creating alignment and driving progress without direct authority