Escalation Manager Role Overview

Join MongoDB, the modern developer data platform powering innovators worldwide with MongoDB Atlas, the leading globally distributed, multi-cloud database. As an Escalation Manager in our Dublin office, you'll be at the heart of our global Incident and Escalation Management team. This critical role involves coordinating with Engineering, Services, Sales, and Product teams internally, and customers like Samsung and Toyota externally, to resolve high-stakes technical issues. With over 175,000 developers signing up monthly, MongoDB is transforming industries through software, data, and AI. If you thrive in fast-paced environments, possess a technical background in Support, DevOps, or databases, and excel at customer communication, this Escalation Manager career at MongoDB in Dublin is your opportunity to drive impact.

Transparency drives success here—provide timely updates to senior management on escalations and customer account status. Leverage your NoSQL and cloud expertise to mobilize cross-functional teams, assess business impact, and own resolutions with urgency. Based in Dublin for our hybrid model, you'll handle everything from root cause analysis to post-mortem reviews in a role that's proactive, organized, and customer-obsessed.

Key Responsibilities at MongoDB

• Manage a portfolio of high-impact escalations, driving them to swift resolution using MongoDB Atlas tools.
• Map customer stakeholders, set and reset expectations, and ensure consistent communication throughout the escalation lifecycle.
• Collaborate closely with Engineering and Field leadership to secure resources and accelerate issue resolution.
• Organize and lead high-stakes internal and customer calls, fostering alignment and measurable progress.
• Maintain a regular communication cadence, delivering concise executive summaries for internal stakeholders.
• Proactively communicate risks or changes to ensure timely delivery of commitments.
• Deliver high-quality incident resolutions focused on root cause analysis, prevention strategies, and knowledge transfer.
• Track and analyze escalation trends to drive continuous process improvements in our global team.
• Lead or support initiatives evolving incident management practices for MongoDB's developer data platform.

Qualifications & Requirements

To succeed as an Escalation Manager at MongoDB, bring 3+ years of experience managing technical customer escalations in software. Proficiency with PagerDuty, incident response, and distributed systems troubleshooting is essential. You need familiarity with Linux, AWS, GCP, Azure, and database technologies, plus strong skills in root cause analysis and stakeholder engagement.

• 3+ years in highly technical customer escalations within software industry.
• Proven experience managing customers through full case lifecycles.
• Expertise in customer-facing root cause analysis and internal technical diagnostics.
• Strong hands-on with PagerDuty for incident management.
• Advanced troubleshooting in distributed systems, cloud platforms, and NoSQL databases like MongoDB.
• High emotional intelligence, negotiation skills, and ability to learn new tech rapidly.
• Exceptional written and verbal communication for executives and technical audiences.

Desired: Software engineering background, NoSQL experience, or hands-on database administration in cloud environments (IaaS, PaaS, SaaS).

Salary & Benefits

Earn a competitive salary for Escalation Manager jobs in Dublin, plus MongoDB's industry-leading perks. Our total compensation includes equity, wellness support, and growth opportunities tailored for technical pros passionate about modern data platforms.

• Competitive Equity Packages to share in MongoDB's success.
• Wellness Programs including mental health resources and fitness reimbursements.
• MongoDB University for free, world-class training on Atlas and beyond.
• Global Family Leave for life's big moments.
• Hybrid model in vibrant Dublin, Ireland.
• Comprehensive health insurance (medical, dental, vision).
• Unlimited PTO and flexible holidays.
• 401(k) matching and financial planning tools.

Why Join MongoDB?

MongoDB is the database for the AI era, available in 115+ regions across AWS, GCP, and Azure. Build apps anywhere—on-premises or multi-cloud—with our developer data platform. Join a company trusted by giants like Samsung and Toyota, where 175,000+ developers choose us monthly. In Dublin, collaborate globally, innovate at market speed, and unleash AI-powered apps. As an Escalation Manager, you'll own critical resolutions, grow your career in NoSQL and DevOps, and contribute to a culture of transparency and ownership. We're built for change—empower innovators, modernize workloads, and disrupt industries with us.

Our hybrid Dublin office offers the best of Irish culture and global impact. With strong negotiation skills and a passion for customer success, you'll thrive in this role handling MongoDB Atlas escalations.

How to Apply

Ready to drive escalations for the world's leading developer data platform? Apply now for this Escalation Manager position at MongoDB in Dublin. Submit your resume highlighting PagerDuty, cloud, and database experience. We're interviewing top talent—don't miss out on competitive pay, equity, and perks. Apply today and join MongoDB's mission to unleash software and data power!