Escalation Manager

Lead high-impact, long-running customer technical escalations within MongoDB’s Technical Services incident and escalation management team. Coordinate urgent issue resolution with Engineering, Services, Sales, and Product, while managing customer stakeholders and setting clear expectations. Drive root-cause analysis, prevention, and knowledge transfer through disciplined incident communication, executive updates, and post-mortem reviews. Work with PagerDuty and cross-functional teams to improve escalation and incident management practices.