About the job
The Escalation Manager at MongoDB plays a pivotal role within our Technical Services team. As part of our global Incident and Escalation Management group, you will collaborate closely with Engineering, Services, Sales, and Product Management teams, as well as engage with customers and partners, to facilitate the swift resolution of critical technical issues and incidents. Maintaining transparency is essential, and you will provide timely updates to senior management regarding ongoing escalations, along with crucial details about customer account statuses.
In this role, you will be expected to demonstrate exceptional organizational skills, proactive problem-solving abilities, and professionalism. You thrive in fast-paced environments, adeptly assessing business impacts, mobilizing cross-functional teams, and driving technical escalations with urgency and responsibility. We seek a candidate with a customer-centric approach, possessing excellent communication skills and the ability to set clear expectations. Your technical background in Support, Services, DevOps, Systems Engineering, or Database environments, along with experience in incident response or crisis management, will be invaluable. You will need strong negotiation and objection-handling skills, with a talent for delivering concise, actionable reports for escalations and post-mortem reviews.
The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide initiative that standardizes security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program mandates that anyone accessing customer data or metadata within the Authorization Boundary must be a US Citizen located on US soil. To effectively triage and assign cases, it is crucial to identify available resources at all times. Thus, the FedRAMP team operates across three shifts: first, second, and third. This position is for the Third Shift, with working hours from 11 PM to 8 AM ET.
Weekend Work: We are particularly interested in candidates located in Central or Eastern time zones. Initially, you will work remotely Monday to Friday for 6-9 months, depending on ramp-up speed. Once fully ramped, you will transition to a permanent Thursday to Monday schedule, ensuring weekend coverage alongside your peers. Saturdays and Sundays will be standard workdays rather than on-call shifts. Given the 24/7 nature of our support organization, there may be occasions requiring volunteers for coverage outside of your regular workdays or hours (e.g., regional offsites, holidays). Such events will typically be announced weeks in advance with a sign-up system that promotes fairness.