The Escalation Manager handles high-impact technical escalations, collaborating with internal teams and customers to drive issue resolution and maintain clear communication.

The Escalation Manager coordinates resolution of critical technical issues within a global team, working with Engineering, Services, and customers. Responsibilities include managing escalations, communication with stakeholders, and driving issue resolution with a focus on customer satisfaction and continuous improvement.

The role focuses on customer advocacy, ensuring exceptional experiences for top customers, and collaborating with internal stakeholders to drive MongoDB's strategic initiatives while learning about customer strategy.