Escalation Manager - EST hours

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 build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our developer data platform, MongoDB Atlas, is a globally distributed, multi-cloud database available across AWS, Google Cloud, and Microsoft Azure.

The Escalation Manager is a critical role within Technical Services. As a member of the global Incident and Escalation Management team, this person works internally with Engineering, Services, Sales, and Product Management, and externally with customers and partners, to coordinate and drive resolution of critical technical issues and incidents.

In addition to managing active escalations, this role helps 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.

Position Expectations

• Escalation Ownership: Manage a portfolio of high-impact, long-running escalations and drive them to resolution

• Stakeholder Management: Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication

• Cross-Functional Coordination: Collaborate with Engineering and Field leadership to secure resources and drive issue resolution