Escalation Manager, FedRamp - Swing Shift

📋 Description

• Manage high-impact escalations to resolution
• Map stakeholders, set expectations, maintain communication
• Collaborate with Engineering and Field to secure resources
• Organize and lead internal and customer calls
• Maintain regular cadence with exec summaries
• Deliver incident resolution with root-cause analysis and knowledge transfer

🎯 Requirements

• 3+ years managing highly technical customer escalations
• Experience with case life-cycle management and customer engagement
• Root-cause analysis for customer incidents
• PagerDuty and incident management experience
• Linux, cloud platforms (AWS, GCP, Azure) and database familiarity
• Excellent communication across executives and diverse audiences

🎁 Benefits

• Remote work with flexible scheduling
• Cross-functional collaboration with Engineering, Services, Sales and Product
• Growth and learning opportunities at MongoDB
• Inclusive, global culture and support for work-life balance