The opportunity
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.
What you'll do
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
What they're looking for
- 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
- + years managing highly technical customer escalations in the software industry
