MongoDB’s Escalation Manager is a critical role within Technical Services. As a member of our global Incident and Escalation Management team, they work internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account. Individuals in this role are highly organized, proactive and professional. You are one who excels in fast-paced environments and can assess business impact, mobilize cross-functional teams, and drive technical escalations with urgency and ownership. We are looking for someone who has a customer-focused mindset with excellent communication and expectation-setting abilities. You have a technical background in Support, Services, DevOps, Systems Engineering, or Database environments, and are experienced in incident response or crisis management. You will have strong negotiation and objection-handling skills, along with the ability to deliver concise, actionable reporting for escalations and post-mortem reviews. The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program requires that anyone who is accessing customer data or metadata inside the Authorization Boundary be a US Citizen on US Soil. In order for us to triage and assign cases, it is necessary to be able to identify available resources at any given time. For this reason the FedRamp team is composed of three separate shifts: first shift, second shift, and third shift. This posting is for Second Shift, in which your working hours would be 3pm-12am ET. Weekend Shift: We are looking to speak to candidates who are located in Central or Eastern timezones to work in our remote working model Monday to Friday for the first 6-9 months depending on ramping speed. Once considered ramped, they will transition to a permanent Sunday to Thursday or Thursday to Monday work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift. Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one's normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability. Position Expectations: - Manage a portfolio of high-impact, long-running escalations, driving them to resolution - Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication - Collaborate with Engineering and Field leadership to secure resources and drive issue resolution - Organize and lead internal and customer calls, ensuring alignment and progress across teams - Maintain a regular communication cadence, including executive summaries for internal stakeholders - Ensure timely delivery of commitments by proactively communicating risks or changes - Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer - Track and analyze escalation trends to contribute to continuous process improvements - Lead or support initiatives that evolve escalation and incident management practices What You’ll Need: - 3+ years managing highly technical customer escalations in the software industry - Experience with managing and engaging customers throughout the case life history - Skilled in conducting customer facing and internal technical root cause analysis - Strong background in utilizing pager duty and managing incidents - Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts - Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies - Experience in corporate/vendor environments working with customers, stakeholders, and vendors - High emotional intelligence, a customer-focused mindset, and a strong desire to help others - Ability to quickly learn new technologies and think on your feet in complex situations - Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences Desired Skills & Experience: - Experience in software engineering with comfort in programming, queries, and command-line operations - Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred) - Hands-on experience as a database, network, or storage administrator - Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environments About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform—the most widely available, globally distributed database on the market—helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and nearly 60,000 customers—including 75% of the Fortune 100 and AI-native startups—relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 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, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Req ID: 1273365203 MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates. MongoDB’s base salary range for this role in the U.S. is: $101,000—$198,000 USD

Role Description As a Senior Technical Account Manager (TAM), you will serve as a strategic technical advisor and executional lead for Rithum’s enterprise and strategic clients. Building on deep technical acumen and client-facing experience, you will guide integration planning, lead optimization initiatives, and provide ongoing oversight of platform performance. You will partner closely with Client Success Managers, Solution Architects, Product, and Engineering to ensure that clients receive tailored, value-driven guidance throughout their lifecycle. In this role, you will own complex technical workstreams, influence technical best practices, and contribute to the continuous improvement of the TSM function. Responsibilities - Serve as a consistent weekly touchpoint for the client, managing day-to-day business-as-usual (BAU) activities and ensuring timely execution through personal ownership, internal collaboration, and effective use of available resources. - Develop and oversee channel implementation strategies that align with channel technical requirements and Rithum's platform capabilities. - Drive tactical execution strategies across the Rithum platform, including operational workflows and commercial levers such as repricing, promotional planning, and algorithmic optimization to enhance visibility and maximize revenue conversion. - Conduct technical reviews, identifying areas for optimization and offering forward-looking recommendations aligned to client goals. - Act as a trusted technical advisor, helping clients overcome obstacles and achieve value realization through effective use of Rithum’s solutions. - Own the resolution of complex technical issues in collaboration with Product, Engineering, and Client Success Engineering teams. - Bridge communication between client technical teams and Rithum’s internal teams to ensure mutual understanding and streamlined execution. - Support technical roadmap planning, feature adoption, and product feedback loops with strategic clients. - Maintain deep knowledge of platform functionality, data flows, and emerging capabilities. - Contribute to internal knowledge sharing and standardization of technical best practices across the TAM team, coaching and mentoring less experienced TAMs. Qualifications - 3+ years of experience in technical account management, implementation, solutions engineering, or e-commerce within a B2B SaaS environment, or in a marketplace role with a brand or retailer. - Proven experience supporting complex enterprise or strategic clients with technical onboarding, platform integration, and ongoing optimization. - Strong understanding of APIs, data mapping, and feed architecture. - Demonstrated ability to manage technical projects and communicate effectively with technical and non-technical stakeholders. - Proficiency in platforms such as Salesforce, JIRA, or similar workflow/project tracking tools. - Excellent problem-solving skills, with a focus on root cause analysis and resolution. - Strong verbal and written communication skills. Requirements - Bachelor's degree in business, engineering, computer science or related technical field. - 5+ years in technical account management, solution engineering, or implementation roles. - eCommerce or product data platform experience. - Experience working in cross-functional teams and navigating complex stakeholder environments. - Familiarity with SaaS deployment models and scalable system design. - Experience working with enterprise or strategic clients in eCommerce or retail technology. - Travel Required: Up to 10% Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1. - A 6% 401(k) match. - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days. - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave. - Accident, critical illness, and hospital indemnity insurance. - Pet insurance. - Legal assistance and identity theft insurance plans. - Life insurance 2x salary. - Access to the Calm app and the Employee Assistance Program. - $65/month Remote work stipend for internet. - Culture and team-building activities. - Tuition assistance. - Career development opportunities. - Charitable contribution match up to $250 per year.

WE'RE HIRING A SERVICE DELIVERY MANAGER (NAM & LATAM Region) Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals. - Client Presence: 190+ countries - Team: 6,000+ Engineers - Clients: 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! Key Responsibilities: - Service & Project Governance: Define and enforce service delivery standards. Supervise the end-to-end lifecycle of IT projects—from scoping and resource allocation to execution and closure. - Stakeholder & Vendor Management: Act as the primary point of contact for clients and executives. Manage third-party vendors to ensure contract compliance and service quality. - Operational Excellence: Oversee incident, change, and problem management processes, often within the ITIL framework. - Financial Oversight: Manage operational and CAPEX budgets, monitoring expenditure and ensuring the profitability of services. - Continuous Improvement: Identify bottlenecks in IT processes and implement innovative solutions or automation to enhance productivity. Requirements Experience: - 5–9 years of experience in IT Service Management or IT Infrastructure - 2–4 years of experience in leadership or supervisory roles - Proven experience managing Service Level Agreements (SLAs), incident management, and third-party vendors - Strong communication skills Education: - MCA or Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent qualification. - Diploma or equivalent professional education in the IT domain. Technical Skills & Certifications: - Proficient in ITIL principles and best practices. - Strong working knowledge of Microsoft Office tools including Excel, PowerPoint, and Word. - PMP, PRINCE2, or equivalent project management certification is highly desirable. - Excellent verbal, written, and interpersonal communication skills, with the ability to present ideas clearly and persuasively. Language: - Ability to speak and communicate in English and Spanish Benefits Why Join Excis? - Be part of a collaborative and innovative global team driving industry-leading IT solutions. - Work remotely from anywhere with reliable internet access. - Professional growth and continuous learning opportunities. - Competitive compensation (commensurate with experience and local market rates). - Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.

• Own a book of strategic customer accounts and serve as the primary point of contact for all technical questions, issue management, and problem resolution. • Advocate for customers and develop strong relationships to ensure effective utilization of Nerdio Manager and maximize customer value. • Utilize deep product and domain expertise to act as a trusted technical advisor for customers. • Guide customers through implementation and ongoing optimization of Nerdio Manager, provide best-practice recommendations, and drive adoption of new features and capabilities. • Collect and analyze customer usage and performance data to identify trends, understand adoption patterns, and surface insights that improve the customer experience. • Prepare and deliver Executive Business Reviews in partnership with the Customer Success Manager, focusing on value realization, risk, and new opportunities. • Partner closely with Sales, Customer Success, and Product to mitigate churn risk, identify expansion opportunities, and ensure ongoing customer success. • Maintain accurate and up-to-date records of customer interactions, activities, and technical initiatives in the CRM to support effective account management and forecasting.