Escalation Manager

MongoDB·Hawaii·Posted 12 November 2026

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About the role

Role logistics This role will support FedRAMP customers, which requires US citizenship due to the sensitive nature of data. The schedule for this role will be Saturday - Wednesday from 9 AM to 5 PM local time. There is a 16% increase to base salary due to the weekend schedule. We are looking to speak to candidates who are based in Hawaii for this role. ____ The 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…

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