The opportunity
At MongoDB, we are disrupting industries and equipping developers with the tools to create extraordinary applications that impact daily lives. As the leading developer data platform and the pioneering database vendor to execute an IPO in over two decades, we offer an environment…
What you'll do
Collaborating with global leadership to architect and execute strategic plans: for critical situations management, driving continuous refinement and evolution
Directing time-sensitive, high-severity production incidents to swift: resolution, reinforcing customer trust through exceptional service delivery
Leading post-incident root cause analyses and fostering ongoing improvements: across the broader Technical Services unit to prevent recurrence
Partnering closely with sales, professional services, customer success, and: other field organizations to address barriers to product adoption and expansion
Engaging with managers and engineering personnel to proactively avert: escalations by efficiently aligning resources to critical activities
Coordinating with product management and core engineering divisions to: address deep-seated product issues, advocating for essential feature enhancements and expedited bug fixes
What they're looking for
- Working cross-functionally to champion continuous enhancement, ensuring: customers experience MongoDB as a unified, seamless collective during critical situations
- A minimum of 10 years of experience in a highly technical, post-sale: leadership role (such as Technical Services, Engineering, or DevOps) within a software company, demonstrating profound technical depth
- At least 4 years leading Incident Response or Escalation Management: functions, preferably with a global footprint
- Proven experience establishing company-wide frameworks for de-escalating: high-severity issues to optimize both client experience and internal efficiency
