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 anywhere—on the edge, on premises, or across cloud providers.
Position: Escalation Manager We are looking for an Escalation Manager, a critical role within Technical Services, working 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.
Candidate Profile Our ideal candidate is highly organized, articulate, and adept at taking charge of situations while multi-tasking in a fast-paced environment. They have the ability to quickly assess the business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution. This person ensures that the customer's voice is heard throughout the escalation process, establishes correct expectations, and drives the resolution of the case through effective internal and external communication.
The successful candidate will have enough technical depth to understand how product behavior drives technical escalations. They are able to determine which skill sets are necessary to address and de-escalate the technical crisis while also understanding the broader impact of the escalation on account health. Communication skills are central to success in this role.
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