The opportunity
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…
What you'll do
Lead Critical Situation Management for the highest-complexity customer: incidents and escalations, including major incidents and other customer situations requiring command-level coordination under established criteria.
Take Incident Command when assigned: establish clear roles, decision rights, priorities, response cadence, action tracking, and escalation paths; maintain a shared view of customer impact, risks, workstreams, and recovery criteria.
Bring order to ambiguity and pressure. Make timely coordination decisions: with incomplete or changing information, surface blockers early, and keep the response focused on customer-impacting outcomes.
Orchestrate Technical Services, Engineering, Product, Support, SRE/Cloud: Operations, Customer Success, Sales, and other partners as needed. Keep technical investigation and mitigation with the designated technical owners while ensuring they have the resources, decisions, and space to make progress.
Serve as a trusted point of contact for customer executives and senior: leaders. Understand the sensitivity and business context behind their demands; acknowledge urgency, set realistic expectations, give clear next-update commitments, and distinguish confirmed facts from active investigation without overpromising.
Tailor concise, consistent communications for technical teams, customer: leadership, and MongoDB executives. Align closely with the Account Lead and communications support so customer context, business impact, and response messaging remain coherent.
What they're looking for
- Experience in Technical Support, Technical Services, SRE/Operations, Customer: Success, or incident and escalation management at a database, cloud, or distributed-systems company.
- Experience developing incident playbooks, readiness programs, simulations, or: post-incident improvement mechanisms.
- Formal incident-command, major-incident-management, or crisis-management training or certification.
- Experience working in a global, follow-the-sun organization and supporting: customer situations outside standard business hours as part of a defined coverage model.
