מציאת משרת הייטק בחברות הטובות ביותר מעולם לא הייתה קלה יותר
MongoDB Escalation Manager United States, Texas, Austin 58524186
Yesterday
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
- 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
- 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
$198,000 USD
משרות נוספות שיכולות לעניין אותך
