Technical Escalation Lead - Incident Management

AlleyCorp; United States; On-site; USD 101,000 - 198,000; Full time

Job summary

MongoDB is seeking an Escalation Manager to coordinate high‑impact technical escalations across Engineering, Services, Sales and Product Management. You will work with customers and partners to drive resolution, manage escalation portfolios, and lead cross‑functional improvement efforts in a fast-paced environment.

The role emphasizes urgency with a customer‑focused mindset, strong communication, and the ability to influence outcomes without direct authority.

Qualifications

• 3+ years managing highly technical customer escalations in the software industry.
• Experience managing customer engagement throughout the lifecycle of a case.
• Skill in conducting customer-facing and internal technical root cause analysis.
• Experience using PagerDuty and managing incidents.
• Strong troubleshooting and diagnostic skills with distributed systems and advanced computing concepts.
• Familiarity with Linux, cloud platforms, and database technologies.
• Experience working with customers, stakeholders, and vendors in corporate or vendor environments.
• High emotional intelligence, a customer-focused mindset, and a drive to help others.
• Ability to learn new technologies quickly and think clearly in complex situations.
• Excellent written and verbal communication, including executive engagement and translating technical issues for diverse audiences.
• Experience leading cross-functional projects or operational improvement initiatives.
• Demonstrated ability to influence stakeholders and drive execution without direct managerial authority.

Responsibilities

• Escalation Ownership: Manage a portfolio of high‑impact, long‑running escalations and drive them to resolution.
• Stakeholder Management: Map customer stakeholders, set and reset expectations, and maintain clear communication.
• Cross-Functional Coordination: Collaborate with Engineering and Field leadership to secure resources and drive resolution.
• Call Leadership: Organize and lead internal and customer calls, ensuring alignment and progress.
• Executive Communication: Maintain a regular cadence, including executive summaries for internal stakeholders.
• Risk Management: Proactively communicate risks or changes to ensure timely delivery.
• Resolution Quality: Focus on root cause analysis, prevention, and knowledge transfer.
• Trend Analysis: Track escalation trends for process improvement.
• Improvement Leadership: Lead cross‑functional initiatives and small to medium projects.
• Programmatic Change: Identify recurring gaps and drive improvements from problem statement through rollout and results tracking.
• Leadership Without Authority: Drive progress in complex situations by creating alignment.

Skills

Escalation management

Customer engagement

Root cause analysis

Incident tooling

Linux

Cloud platforms

EQ

Communication

Influence

Tools

PagerDuty

Job description

MongoDB is seeking an Escalation Manager to coordinate high‑impact technical escalations across Engineering, Services, Sales and Product Management. You will work with customers and partners to drive resolution, manage escalation portfolios, and lead cross‑functional improvement efforts in a fast-paced environment.

The role emphasizes urgency with a customer‑focused mindset, strong communication, and the ability to influence outcomes without direct authority.