Escalation Manager

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere—on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

Servicing the fastest growing database ecosystem presents new challenges every day, MongoDB is seeking an Associate Escalation Manager for the Technical Services organisation (Support) to play an important role and work internally with our Engineering, Services, Sales, and Product Management teams, as well as externally with some really high profile customers and partners. You'll help coordinate the resolution of critical technical issues across the whole portfolio of MongoDB’s ‘cutting edge’ products.

This role will give you a chance to become part of the Escalations Team, start growing your business and technical acumen while helping to maintain high levels of customer satisfaction. We will give you the education and tools to be highly proficient with MongoDB, and you will be exposed to numerous Fortune 1000 customers, real world use cases and cutting-edge applications.

The Escalations Team is a critical part of Technical Services organisation, working 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.  

We are looking to speak to candidates who are based in Gurugram for our hybrid working model.

Team Description

Technical Services has over 300 global team members in offices including Sydney, Austin, Palo Alto, New York, Delhi, Tel Aviv, and Dublin. There are also team members who work remotely and are home to their nearest support office. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering Americas, EMEA, and APAC regions.

The right candidate for this role

• Is ready to cover Tuesday to Saturday shift after 6 months of ramping
• Enjoys assisting customers out of the most stressful situations; Ensures that the customer’s voice is heard throughout the escalation process, helps establish correct expectations, and helps drive the resolution of the case through effective internal and external communication
• Communication skills are central to success in this role, from negotiation and objection handling skills to presenting the appropriate level of summary information to different groups during different stages of the escalation, including post-mortem analysis and discussion
• Treats others with patience, empathy, and has a genuine desire to help
• Is highly organised, eloquent, and adept at taking charge of situations while multi-tasking in a fast-paced environment
• Familiar with the key differences between running a service or an application  on-premises versus  in the Cloud (e.g. hosted on Amazon Web Services)
• You’ll get bonus points for foreign language skills (Korean, Japanese or Mandarin Chinese), a MongoDB or Cloud Certification, or previous support experience

Position Expectations

Ability to execute independently

• Immediately engage with the customer for the escalation acknowledgement, initial assessment of the escalated situation, outline business impact and production impact
• Setting and resetting customer expectations on status and timelines
• Track escalation progress and able to timely communicate status updates, action plan & resolution to customer & internal stakeholders
• Ensure that our Follow-the-Sun model is effectively and consistently utilised to resolve managed escalations
• Identify and record escalation trends

Ability to execute with the help of the wider Escalations Team:

• Determining, alongside Engineering subject matter experts, who within MongoDB will need to be involved in order to resolve the escalation:
• working to obtaining the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalation
• Co-own and lead the creation of post-incident report (or root cause analysis)
• Developing and sending regular (textual) executive summaries to internal stakeholders, including members of the executive team as necessary, until escalation is resolved
• Ensuring timely delivery of all MongoDB commitments to customers and internal stakeholders, along with other MongoDB managers, and actively communicating any deliverables that slip schedule

Success Measures

The Associate Escalation Manager will be successful in this role by building strong relationships with our customers in escalated situations and in reducing the impact of escalated support cases.

In your first year you will have successfully & independently handled at least ten escalations and received positive feedback on them, produce at least one independent post-incident document and manage it end-to-end, developed a list of Subject-Matter-Experts (SME’s) to engage in escalations related to specific product areas.   After each escalation, you will run a “post-mortem” review of the escalation to document what we learned and to make ongoing suggestions for improving our related processes, documents, and tools.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.