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.
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 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