Escalation Manager

United States Digital Space LLC; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

the company is seeking an Escalation Manager to coordinate and drive resolution of high-impact incidents across cross-functional teams. The role emphasizes timely, accurate status updates to senior leadership and proactive stakeholder communication.

Ideal candidates bring 3+ years managing technical customer escalations, strong root cause analysis, and experience with incident management tools like pager duty.

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 escalation trends to contribute to continuous process improvements.
• Lead or support initiatives that evolve escalation and incident management practices.

Skills

Escalation management

Customer lifecycle

Root cause analysis

Pager duty

Distributed systems

Linux

Cloud platforms

Databases

Vendor management

Executive communication

Job description

the company's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, the company Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere - on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use the company every month, it's no wonder that leading organizations, like Samsung and Toyota, trust the company to build next-generation, AI-powered applications.

The Escalation Manager is a critical role within Technical Services. As a member of our global Incident and Escalation Management team, they work internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.

Individuals in this role are highly organized, proactive and professional. You are one who excels in fast-paced environments and can assess business impact, mobilize cross-functional teams, and drive technical escalations with urgency and ownership. We are looking for someone who has a customer-focused mindset with excellent communication and expectation-setting abilities. You have a technical background in Support, Services, DevOps, Systems Engineering, or Database environments, and are experienced in incident response or crisis management. You will have strong negotiation and objection-handling skills, along with the ability to deliver concise, actionable reporting for escalations and post-mortem reviews.

After onboarding, this role moves to a permanent Tuesday-Saturday schedule.

We are looking to speak to candidates who are based in Dublin for our hybrid working model.

Position Expectations:

• 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

What You'll Need:

• 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

Desired Skills & Experience:

• Experience in software engineering with comfort in programming, queries, and command-line operations
• Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred)
• Hands-on experience as a database, network, or storage administrator
• Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environment

About the company

the company is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. the company's unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, the company Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on the company for their most important applications, we're powering the next era of software.

Our compass at the company is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It's what makes us the company.

To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at the company, and help us make an impact on the world!

the company is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

the company is an equal opportunities employer.