Job brief: Escalation Manager

What JoRoute checked · Checked by JoRoute

• Listed on MongoDB's own job board. JoRoute does not take listings from job ads or recruiters.
• First seen by JoRoute 2026-11-12 (today); last confirmed on the board 2026-11-12.
• The apply link opens mongodb.com, the address MongoDB's board gives for this job.
• No other listing with this title and place on this board in the last 90 days.
• No layoff notices (WARN) under this name in the state files JoRoute reads.

What the listing says · Employer's own words, not checked

• Pay: $101,000 to $198,000 a year
• Job type: Not stated
• Where: Remote · Hawaii · Remote Hawaii
• Posted: 2026-11-12

What the job asks · Employer's own words, not checked

Level: Manager. The title says "Manager".

Must have

• This role will support FedRAMP customers, which requires US citizenship due to the sensitive nature of data.
• You must be technically fluent enough to understand impact, interrogate assumptions, and communicate the response credibly;
• Typically 7–10+ years of experience managing highly technical customer escalations, major incidents, or critical situations in enterprise software, cloud services, SaaS, or a simi…
• Formal incident-command, major-incident-management, or crisis-management training or certification

Conditions

• 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.
• This role requires participation in a defined coverage model and may include occasional on-call responsibilities and/or shift work to support customer critical situations across t…

Main duties

• Lead Critical Situation Management for the highest-complexity customer incidents and escalations, including major incidents and other customer situations req…
• maintain a shared view of customer impact, risks, workstreams, and recovery criteria
• Serve as a trusted point of contact for customer executives and senior leaders.
• Maintain incident records, decision and action logs, timelines, handovers, and executive updates so responders and leaders can quickly understand the current…
• Ensure command is explicitly transferred when needed, with no loss of context or accountability

Lines copied from the posting, not rewritten. "Preferred" or "nice to have" items are not listed as must-haves.

How it compares · Compared by JoRoute from listings

• Typical listed pay for manager jobs across the U.S.: $164k a year (2,218 listings, 217 employers). This listing is 9% lower.
• Across MongoDB's 135 open listings, 46% of those with a posting date were first posted more than 60 days ago. How MongoDB hires

What nobody outside the employer knows · Not known

• Whether the role is already filled or on hold: employers often leave listings up.
• How many people applied, and who reads the applications.
• Where in the published range an offer would land.

Ask before you apply

1. Is the role fully remote, and from which states can I work?
2. What are the interview steps, and when should I expect to hear back?

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Next steps

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