MongoDB
MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
The 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.
We are looking to speak to candidates who are based in Austin and are willing to work a Tuesday through Saturday work week.
Position Expectations:
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 What You’ll Need:
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 pager duty 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 Desired Skills & Experience:
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 To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. 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. Learn more about what it’s like to work at MongoDB , and help us make an impact on the world! 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. MongoDB’s base salary range for this role in the U.S. is: $101,000 — $198,000 USD Create a Job Alert Interested in building your career at MongoDB? Get future opportunities sent straight to your email. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Preferred Name * Website LinkedIn Profile Would you like to stay up to date with MongoDB Culture and Careers content? Select... How did you learn about this job? Select... If you answered MongoDB Employee, MongoDB Event, or Other, please specify here: Receive alerts for similar jobs? Select... Will you now or in the future require employment sponsorship? * Select... Have you ever worked at MongoDB before? * Select... U.S. Voluntary Demographic Survey At MongoDB, we believe in fostering an environment where diverse perspectives can grow and thrive. We are committed to creating a culture of inclusion and a sense of belonging by seeking and valuing employees from different backgrounds. One of our core values as a company is to
Embrace the Power of Differences. In the spirit of inclusion, below is a set of voluntary demographic questions. The information collected is for compliance reporting purposes and internal data analysis only. Your responses help us remain compliant and identify areas for improvement in our recruiting processes. If you choose to self-identify, your responses will not be used in any hiring or subsequent employment decision. While answering the questions is required, you will have the option to select "I don't wish to answer" for each question. This information, should you choose to provide it, will be collected, stored and processed in accordance with MongoDB’s Privacy Notice as applicable. Please see our Privacy Notice here .
Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.
Reporting requirements in the United States currently only allow MongoDB to report applicant and employee gender as either “male” or “female”. Candidates will have the opportunity to provide further detail about their gender identity in the second survey question should they so choose. For more information on Voluntary Self-Identification of Disability, please review the information found here . For more information to determine Protected Veteran status, please review the information found here . Select... Gender Identity * Select... Race * Select... Select... Select... Disability Status * Select... By checking this box, I consent to MongoDB collecting, storing, and processing my responses to the demographic data surveys above. * To all recruitment agencies: MongoDB does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or MongoDB employees. MongoDB is not responsible for any fees related to unsolicited resumes. Please note that we will only communicate with our job applicants by using @mongodb.com and @greenhouse.io domains. We will never contact applicants from any other email address, including @gmail addresses. You may always view the most current and accurate job postings at MongoDB by visiting our website at https://www.mongodb.com/careers .
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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 What You’ll Need:
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 pager duty 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 Desired Skills & Experience:
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 To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. 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. Learn more about what it’s like to work at MongoDB , and help us make an impact on the world! 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. MongoDB’s base salary range for this role in the U.S. is: $101,000 — $198,000 USD Create a Job Alert Interested in building your career at MongoDB? Get future opportunities sent straight to your email. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Preferred Name * Website LinkedIn Profile Would you like to stay up to date with MongoDB Culture and Careers content? Select... How did you learn about this job? Select... If you answered MongoDB Employee, MongoDB Event, or Other, please specify here: Receive alerts for similar jobs? Select... Will you now or in the future require employment sponsorship? * Select... Have you ever worked at MongoDB before? * Select... U.S. Voluntary Demographic Survey At MongoDB, we believe in fostering an environment where diverse perspectives can grow and thrive. We are committed to creating a culture of inclusion and a sense of belonging by seeking and valuing employees from different backgrounds. One of our core values as a company is to
Embrace the Power of Differences. In the spirit of inclusion, below is a set of voluntary demographic questions. The information collected is for compliance reporting purposes and internal data analysis only. Your responses help us remain compliant and identify areas for improvement in our recruiting processes. If you choose to self-identify, your responses will not be used in any hiring or subsequent employment decision. While answering the questions is required, you will have the option to select "I don't wish to answer" for each question. This information, should you choose to provide it, will be collected, stored and processed in accordance with MongoDB’s Privacy Notice as applicable. Please see our Privacy Notice here .
Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.
Reporting requirements in the United States currently only allow MongoDB to report applicant and employee gender as either “male” or “female”. Candidates will have the opportunity to provide further detail about their gender identity in the second survey question should they so choose. For more information on Voluntary Self-Identification of Disability, please review the information found here . For more information to determine Protected Veteran status, please review the information found here . Select... Gender Identity * Select... Race * Select... Select... Select... Disability Status * Select... By checking this box, I consent to MongoDB collecting, storing, and processing my responses to the demographic data surveys above. * To all recruitment agencies: MongoDB does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or MongoDB employees. MongoDB is not responsible for any fees related to unsolicited resumes. Please note that we will only communicate with our job applicants by using @mongodb.com and @greenhouse.io domains. We will never contact applicants from any other email address, including @gmail addresses. You may always view the most current and accurate job postings at MongoDB by visiting our website at https://www.mongodb.com/careers .
#J-18808-Ljbffr