MongoDB · 1 month ago
Escalation Manager
Salt Lake City
Full-time
Hybrid
Mid, Senior Level
$101K/yr - $198K/yr
3+ years expMongoDB is a global leader in database technology, empowering customers to innovate rapidly. The Escalation Manager will coordinate and drive the resolution of critical technical issues while maintaining clear communication with stakeholders and ensuring timely delivery of commitments.
Cloud ComputingDatabaseOpen SourceSaaSSoftware
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
Qualification
Required
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
Preferred
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
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
Company
MongoDB
MongoDB is a next-generation database that helps businesses transform their industries by harnessing the power of data.
5001-10000 employees
H1B Sponsorship
MongoDB has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (159)
2024 (150)
2023 (133)
2022 (79)
2021 (51)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$311MKey Investors
SalesforceEquityZenT. Rowe Price
2024-11-14Post Ipo Equity
2024-10-16Post Ipo Debt
2018-03-06Post Ipo Equity
Leadership Team
Jim Scharf
Chief Technology Officer
Ronnen Miller
SVP, Global Technical Services
Recent News
Investing.com
2026-01-06
2025-12-15
Company data provided by crunchbase