Escalation Manager - EST hours
MongoDB
Atlanta
Workplace: HybridFull timeUSD 101,000 - 198,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Organized","Proactive","Customer-focused","Strong communication","Negotiation"]Own a portfolio of high-impact technical escalations and drive them to timely resolution within MongoDB’s Incident and Escalation Management team. Coordinate closely with Engineering, Services, Sales, and Product Management, while managing customer stakeholder expectations through clear communication and executive summaries. Lead cross-functional improvement initiatives by analyzing escalation trends, improving incident handling and prevention, and translating technical root-cause findings into actionable knowledge transfer.
