Escalation Manager (Mandarin speaking)



Posted on Tuesday, October 10, 2023

The worldwide data management software market is massive (IDC forecasts it to be $136 billion by 2027!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.

Servicing the fastest growing database ecosystem presents new challenges every day, MongoDB is seeking an 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.

This role can be based out of our Singapore office.

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

  • 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
  • Communicates contextual details of the escalation clearly. 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 a MongoDB or Cloud Certification

Position Expectations

  • Language skills (Mandarin, English)
  • 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
  • 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 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 thirty 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