# Escalation Manager

**Company**: MongoDB
**Location**: Hawaii
**Experience**: senior
**Job type**: full-time
**Salary**: $101,000-$198,000 USD
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/mongodb/jobs/8170620?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/escalation-manager-236de3eb-36b/

## Description

## Role Overview

The Escalation Manager role supports FedRAMP customers, requiring US citizenship. The schedule is Saturday to Wednesday, 9 AM to 5 PM local time, with a 16% increase to base salary.

As a critical member of the Technical Services team, the Escalation Manager coordinates and drives the resolution of critical technical issues and incidents. This involves working internally with various teams and externally with customers and partners.

## Key Responsibilities

- Lead Critical Situation Management for high-complexity customer incidents and escalations

- Establish command and control, mobilize cross-functional responders, and maintain a clear operating rhythm

- Directly manage customer confidence and executive expectations

- Translate technical responses into clear, accurate communication for stakeholders

- Maintain incident records, decision and action logs, and executive updates

- Confirm recovery and exit criteria are met, and drive post-incident reviews and corrective actions

- Identify account-level and systemic risks, and implement improvements to processes and tools

## Requirements

- Typically 7-10+ years of experience managing technical customer escalations or critical situations

- Deep experience in command and control under pressure

- Strong technical fluency across databases, cloud platforms, and production environments

- Excellent executive communication and situational judgment

- Proven ability to influence without direct authority and align cross-functional teams

## Preferred Qualifications

- Experience in Technical Support, Technical Services, or incident and escalation management

- Experience developing incident playbooks, readiness programs, or post-incident improvement mechanisms

- Formal incident-command or crisis-management training or certification

## Benefits

- Base salary range: $101,000-$198,000 USD

- Equity

- Participation in the employee stock purchase program

- Flexible paid time off

- 20 weeks fully-paid gender-neutral parental leave

- Fertility and adoption assistance

- 401(k) plan

- Mental health counseling

- Access to transgender-inclusive health insurance coverage

- Health benefits offerings

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## Skills

### Required
- Incident Management
- Technical Support
- Communication
- Leadership
- Problem-Solving

### Nice to have
- Experience in Technical Support
- Incident Playbooks
- Crisis Management Training

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mongodb/jobs/8170620?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)