Global Incident Escalation Lead

MongoDB; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

MongoDB is seeking an Escalation Manager in Dublin for our Technical Services team. You will coordinate and drive resolution of critical technical issues, interacting with Engineering, Services, Sales, and Product Management, while communicating clearly with customers and executives.

Based in Dublin with hybrid working, you will lead cross-functional teams, manage incidents, and deliver concise updates and post‑mortem reviews to minimize business impact and improve processes.

Qualifications

• 3+ years managing highly technical customer escalations in the software industry.
• Experience with managing and engaging customers throughout the case life history.
• Skilled in conducting customer facing and internal technical root cause analysis.
• Strong background in utilizing pager duty and managing incidents.
• Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts.
• Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies.
• Experience in corporate/vendor environments working with customers, stakeholders, and vendors.
• High emotional intelligence, a customer‑focused mindset, and a strong desire to help others.
• Ability to quickly learn new technologies and think on your feet in complex situations.
• Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences.

Responsibilities

• Manage a portfolio of high-impact, long-running escalations, driving them to resolution.
• Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication.
• Collaborate with Engineering and Field leadership to secure resources and drive issue resolution.
• Organize and lead internal and customer calls, ensuring alignment and progress across teams.
• Maintain a regular communication cadence, including executive summaries for internal stakeholders.
• Ensure timely delivery of commitments by proactively communicating risks or changes.
• Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer.
• Track and analyze escalation trends to contribute to continuous process improvements.
• Lead or support initiatives that evolve escalation and incident management practices.

Skills

Escalation management

Customer communication

Root cause analysis

Incident management

Distributed systems

Executive communication

Tools

PagerDuty

Job description

MongoDB is seeking an Escalation Manager in Dublin for our Technical Services team. You will coordinate and drive resolution of critical technical issues, interacting with Engineering, Services, Sales, and Product Management, while communicating clearly with customers and executives.

Based in Dublin with hybrid working, you will lead cross-functional teams, manage incidents, and deliver concise updates and post‑mortem reviews to minimize business impact and improve processes.