Escalation Manager, FedRamp - Swing Shift

MongoDB

Quick summary

Work type: On-site
Location: New York, NY
Salary: $101,000–$198,000 / yr
Posted: 13 days ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $198k

This role $150k

$86k most similar roles pay here $240k

This role pays less than 84% of similar roles. Most pay $171,321–$223,750 — the shaded band above. At the midpoint, this role pays about $150k versus about $198k for comparable roles.

Based on 240 similar postings.

Employer

About MongoDB

MongoDB is a leading American software company that develops and provides commercial support for a popular, source-available document database. Designed to handle unstructured and structured data natively, its platform is purpose-built for modern cloud applications, analytics, and AI experiences.

MongoDB currently has 287 open roles on FindRole.

Listed pay typically runs $126,500–$209,000 across 104 roles with salary data.

Most-posted roles

View all roles at MongoDB

At a glance

TL;DR · Escalation Manager, FedRamp - Swing Shift

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The Escalation Manager role at MongoDB is a senior position within the Technical Services team, focusing on resolving critical technical issues and incidents. This individual will work closely with Engineering, Sales, Product Management, and customers to coordinate resolutions, providing timely updates to management. Key responsibilities include managing high-impact escalations, collaborating across teams for resource mobilization, conducting root cause analysis, and delivering actionable reporting. The ideal candidate has 3+ years of experience in technical customer escalation management, familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies, and strong communication skills to engage executives and diverse audiences. This role is part of the FedRAMP program, requiring US citizenship and adherence to specific shift schedules, including swing shift from 12pm-9pm ET.

Skills

AWS GCP Azure Linux Docker Kubernetes PostgreSQL MongoDB CI/CD FedRAMP PagerDuty Terraform Python NoSQL

What you'll do

Manage high-impact escalations and drive them to resolution.
Map customer stakeholders and maintain consistent communication.
Collaborate with Engineering and Field leadership for resource allocation.
Organize and lead internal and customer calls to ensure alignment.
Track escalation trends and contribute to process improvements.
Conduct root cause analysis and prevent recurrence of issues.

What we're looking for

At least 3 years of experience managing technical customer escalations in software industry.
Strong background in conducting root cause analysis and troubleshooting distributed systems.
Proficiency with Linux, cloud platforms (AWS, GCP, Azure), and database technologies.
Excellent communication skills for engaging executives and diverse audiences.
Experience in corporate/vendor environments working with customers and stakeholders.
High emotional intelligence and a customer-focused mindset.
Ability to quickly learn new technologies and think on feet in complex situations.

Senior Manager, Fed Edge & Analytics

Oracle

US 33 days ago

Python SQL Oracle GoldenGate CCL APEX Discern Rules PL/SQL Oracle Health Millennium Agile CI/CD SLOs SLAs Visio MS Project SharePoint Confluence Kubernetes Terraform AWS

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