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Added 4 mins ago
PE
Inbound Business Development Representative
PheedLoop Events
Toronto, ON
- Full-time
…Canada’s fastest-growing event technology companies, we design systems that simplify, automate, and monetize events, including self-check-in hardware, smart badges, and a powerful SaaS…
Added 5 mins ago
SI
Senior Director, Revenue Management
Saputo Inc.
Georgetown, ON · Vaughan, ON · Montreal, QC
- Full-time
Own and evolve the Saputo North America revenue management strategy, operating model, multi-year roadmap, and performance scorecard in alignment with business and commercial priorities.
Added 19 mins ago
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Senior Product Manager, Fund Management
Purpose
Toronto, ON
- Full-time
The Fund Management squad sits at the foundation of our asset management business. This cross-functional team is accountable, end to end, for transforming how Purpose runs its investment…
Added 19 mins ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
We are looking for a high-impact Finance Manager FP&A to act as a true business partner to our Product Line leadership team.
Added 19 mins ago
HT
VP, Accounting & Controllership (Husky)
Husky Technologies
Bolton, ON
- Full-time
Modernizing the global finance operating model through standardization, simplification, automation, and continuous improvement.
Added 20 mins ago
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Construction Manager/Site Superintendent
Ameresco
AB · Canada - Alberta - Edmonton
- Full-time
Oversee construction of Energy Conservation Measures (ECMs), including HVAC, electrical, controls, lighting, renewable energy, and related systems.
Added 20 mins ago
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Mechanical Technician – Machinist
RTX
Halifax, NS
- Full-time
…the world’s largest fleet of aircraft and helicopters in the business, general, and regional aviation…
Added 35 mins ago
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Coordonnateur, opérations marketing/Coordinator, Marketing Operations
Apotex
Montreal, QC
- $62,853.93 to $87,995.5 CAD / year
This is a hands-on opportunity to gain exposure to all aspects of the branded pharmaceutical business while developing skills in marketing operations, financial management, project…
Added 35 mins ago
QP
Operations Manager
QuadReal Property Group
Mississauga, ON
- Full-time
…delivery across a large network of industrial properties and business parks in the…
Added 45 mins ago
HT
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
- Full-time
Husky Technologies™ is a global leader in the design and manufacture of high-performance injection molding systems and automated manufacturing solutions. Engineers at Husky work on new…
Added 45 mins ago
NS
Senior Site Reliability Engineer (SRE) – CDN & Web Performance
N2P Systems
Toronto, ON
- Full-time
Define Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) in partnership with business and technology stakeholders.
Added 45 mins ago
BH
Sr. Engineer - P&C Asset Management
BC Hydro
Burnaby, BC
- Full-time
Expert knowledge with the following: P&C and SCADA Systems; Power System Protection, Automation, and Control Systems, Ethernet, TCP/IP Protocols, MPLS networks, Power Line Carrier,…
Added 45 mins ago
AF
Specialist II, Processing Operations
ATB Financial
Calgary, AB
- Full-time
Practical exposure or strong aptitude for citizen developer tools, robotics process automation (RPA), or systems analysis.
Added 50 mins ago
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IT Business Analyst
AtkinsRéalis
Montreal, QC
- Full-time
Bachelor’s degree in Computer Science, Engineering, Information Systems, Business Technology Management, or a related field.
Added 50 mins ago
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Executive Recruiter
Infoblox
Burnaby, BC
- Full-time
…Infoblox attract and hire exceptional leaders who can advance our business strategy and culture. Collaborating closely with executive leadership, hiring managers, HR business partners, and…
Added 50 mins ago
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Manager, IT Operations (Oracle & PostgreSQL Database Services)
TD
Mississauga, ON · Toronto, ON
- Full-time
…and people management while driving continuous improvement, automation, regulatory compliance, and service reliability. The role requires close collaboration with infrastructure,…
Added 50 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON · Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 50 mins ago
T
Quality Engineer I
TD
Toronto, ON
- Full-time
Contribute to test planning and performs hands on test design/development/maintenance, test case automation and test execution to achieve business outcomes. Integrates directly into a…
Added 50 mins ago
C
Senior Product Designer, Payments
Clio
Calgary, AB · Burnaby, BC · Vancouver, BC · Toronto, ON
- Full-time
…partner tightly with Product and Engineering to drive meaningful business and customer…
Added 1 hour ago
Senior Manager, Strategic Initiatives
Bayshore
Mississauga, ON
…Patient Support and Payor Solutions (PSS). The role translates business priorities, patient and client needs, and operational insights into practical, scalable solutions that improve…
Added 1 hour ago
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General Repair Technician - Static
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Ottawa, ON
- Full-time
Knowledge and understanding of Building Automation Systems (BAS)
Added 1 hour ago
CG
Martech/ Growth Engineer
Credit Genie
Toronto, ON
- Full-time
…and retention across marketing data, attribution, lifecycle automation, experimentation, advertising platforms, and AI-powered…
Added 1 hour ago
A
Java Developer
Apptad
Montreal, QC
- Contract
…candidate should have strong expertise in Java, SQL, database systems, and Python, along with a willingness to learn and adapt to new…
Added 1 hour ago
HI
Team Leader, Nesting
HUB International
Windsor, ON
- Full-time
Recommend updates and participate in the development of training content and delivery to ensure that learning solutions are relevant and meet the needs of both the staff and the business.
Added 1 hour ago
HR Operations Analyst (Contract)
Trans Mountain
Calgary, AB
Reports to: Team Lead, HR Systems & Operations

MongoDB

Lead, Technical Services

Toronto, ON, Canada

$137,000 - $189,000 CAD

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Job details

Pay: $137,000 - $189,000 CAD
Posting language: English
Posted: Oct 8, 2026

Original job description

Building on the rapid success and adoption of MongoDB, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems are a growing list but currently include products such as Atlas, Cloud Manager, and Compass. Join our team and be at the forefront of innovation and creativity as we scale cloud deployments for our customers.

We are looking to speak to candidates who are based in Toronto for our hybrid working model.

Life in MongoDB Technical Services

As part of the Support organization, you will be directly interfacing with our largest customers and their most difficult problems. There will almost certainly be sweat. But don’t worry – you’ll have time to prepare before you take on your first escalation. The limits of your understanding will constantly be pushed, and you’ll be challenged to grow. Underlying it all is the fuel that drives our team: customer obsession. We keep mission-critical deployments online, recover from high-pressure incidents with grace and humility, become trusted advisors, and work so closely with our customers that they would swear we were part of their team.

Role scope: This is a technical Team Lead role rather than a traditional people-manager role. The Lead is expected to provide day-to-day technical and operational leadership, while formal personnel decisions remain with the manager.

As the Cloud Support Team Lead, you will:

Lead and mentor a small, distributed team as a hands-on technical player-coach
Spend approximately 50% of your time directly supporting customer issues, complex cases, escalations, and technical investigations.
Own frontline service quality by monitoring queue health, case and chat aging, diagnostic quality, staffing coverage, and workload allocation
Lead high-visibility customer escalations and incidents, coordinating Engineering, Product, Support Operations, and other stakeholders
Turn recurring customer problems and support trends into product feedback, process improvements, training, and reusable technical content
Create and maintain SOPs, knowledge articles, training materials, and retrospectives that improve team capability and consistency
Represent Technical Services in cross-functional and cross-region programs, driving execution through influence

Who You Are

You are a calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partners
You are comfortable leading through influence, ambiguity, and incomplete information
You use data to identify risks, prioritize work, and allocate team capacity
You balance hands-on customer support with coaching, quality management, and continuous improvement

What you need

The ideal candidate will have experience in most of the following areas:

Supporting customers through cases, chats, calls, and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun procedures
Leading or mentoring a small team of highly technical support engineers
Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance
A disciplined diagnostic process covering investigation, customer communication, escalation judgment, and root-cause analysis. Experience leveraging AI tools to broaden, improve and accelerate technical diagnostic processes preferred
Coordinating customer-impacting incidents and internal technical responders
Improving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvement
Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services

Nice to Have

Experience with Cloud Manager, Compass, or large-scale relational or NoSQL databases
Experience managing FIN(Intercom), chat-support, case-management, or similar customer-support workflows
Experience leading incident reviews, RCAs, operational audits, or security/compliance improvements
Experience creating technical training, LMS content, knowledge programs, or enablement assessments
BONUS: Experience with DevOps, infrastructure-as-code, observability, automation, or scripting

Success Measures

First 3 months: Build relationships, understand team operations and customer demand, and begin contributing to complex escalations. Learn the Atlas product and master most common customer use cases
By 6 months: Independently lead escalations, establish recurring queue and quality reviews, improve coverage, and deliver at least one durable process or enablement improvement. Acquire Atlas Administrator certification
By 12 months: Demonstrate measurable improvement in service quality, escalation execution, team capability, coverage, and cross-functional delivery while remaining hands-on technically

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 data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform 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 data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, 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 is an equal opportunities employer.

Req ID: 3273573572

AI is used to review applications based on job-related criteria and does not replace human decision-making. The hiring team decide who moves forward.

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, Registered Retirement Savings Plan (RRSP) with employer match, mental health counseling, backup child and elder care, and health, dental, and vision benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to candidates based in Canada.

MongoDB’s base salary range for this role in Canada is:

$137,000 - $189,000 CAD

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More about this job

Responsibilities

The Lead will provide technical and operational leadership for a distributed team while spending approximately 50% of their time on hands-on customer support and complex escalations. They are responsible for maintaining service quality, driving process improvements, and coordinating cross-functional incident responses.

Requirements

Candidates should have experience leading technical support teams and strong troubleshooting skills with cloud database platforms like MongoDB Atlas. A disciplined approach to diagnostics, incident management, and cross-functional communication is essential for this role.

Skills

Technical leadership
Cloud database management
Customer support
Incident management
Troubleshooting
Mentoring
Queue management
SOP development
Cross-functional collaboration
Data analysis
MongoDB Atlas
Linux
Networking
Security
Performance tuning
Root-cause analysis

Benefits

Equity
Employee stock purchase program
Flexible paid time off
20 weeks fully-paid gender-neutral parental leave
Fertility and adoption assistance
Registered retirement savings plan with employer match
Mental health counseling
Backup child and elder care
Health benefits
Dental benefits
Vision benefits

Visa sponsorship

Not detected in the job text

Keywords

MongoDB
Atlas
Cloud Manager
Compass
Cloud infrastructure
Linux
Networking
Security
Storage
Performance
DevOps
Infrastructure-as-code
Observability
Automation
Scripting
SOP
RCA
Intercom
NoSQL
Relational databases
AWS
Google Cloud
Microsoft Azure
Technical support
Incident response
Customer obsession
Leadership
Mentoring
Queue analysis
Workload allocation

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