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the company’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our developer data platform, the company Atlas, is a globally distributed, multi-cloud database available across AWS, Google Cloud, and Microsoft Azure.
The Escalation Manager is a critical role within Technical Services. As a member of the global Incident and Escalation Management team, this person works internally with Engineering, Services, Sales, and Product Management, and externally with customers and partners, to coordinate and drive resolution of critical technical issues and incidents.
In addition to managing active escalations, this role helps lead cross-functional improvement work that strengthens response to complex customer situations, improves operational excellence, and helps prevent repeat issues. The ideal candidate can operate with urgency while also stepping back to identify themes, drive projects, and influence better outcomes ac