Escalation Manager - EST hours

Escalation Experience: 3+ years managing highly technical customer escalations in the software industry

Customer Engagement: Experience managing customer engagement throughout the lifecycle of a case

Root Cause Analysis (RCA): Skill in conducting customer-facing and internal technical root cause analysis

Incident Tooling: Experience using PagerDuty and managing incidents

Technical Depth: Strong troubleshooting and diagnostic skills, including experience with distributed systems and advanced computing concepts

Technical Environment: Familiarity with Linux, cloud platforms, and database technologies

$101,000

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$198,000 USD

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our

Leadership Commitment,

guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone.