Escalation Manager, FedRamp - Swing Shift

MongoDB•Austin, TX

2d•Remote

About The Position

MongoDB’s 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. The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program requires that anyone who is accessing customer data or metadata inside the Authorization Boundary be a US Citizen on US Soil. In order for us to triage and assign cases, it is necessary to be able to identify available resources at any given time. For this reason the FedRamp team is composed of three separate shifts: swing shift, second shift, and third shift. This posting is for Swing Shift, in which your working hours would be 12pm-9pm ET. Weekend Shift: We are looking to speak to candidates who are located in Central or Eastern timezones to work in our remote working model Monday to Friday for the first 6-9 months depending on ramping speed. Once considered ramped, they will transition to a permanent Tuesday to Saturday work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift. Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one's normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability.

Requirements

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

Nice To Haves

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 environments

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