Escalation Manager, FedRamp - 2nd Shift

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: first shift, second shift, and third shift. This posting is for Second Shift, in which your working hours would be 3pm-12am 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 Sunday to Thursday or Thursday to Monday 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. 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 ... (truncated, view full listing at source)