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Added 9 mins ago
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Operations Associate
BMO
Halifax, NS · Nova_Ctr
- Full-time
Supports the branch and/or region in achieving business objectives by providing effective operational support and management of sales compliance and regulatory requirements.
Added 9 mins ago
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Client Service Assistant
BMO
Waterloo, ON · MARS
- Full-time
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite,…
Added 9 mins ago
Associate Director, Bain Academy
Bain & Company
Toronto, ON
…We also develop executive programs that strengthen general management and leadership capabilities, as well as blended learning experiences that combine live workshops with self-paced…
Added 9 mins ago
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Specialty Services Manager (Assistant Personal Training Manager)
Movati
Burlington, ON
- Full-time
A Specialty Services Manager is a fun role as you get to change members lives each and every day! Part of this fulfillment is leading and participating in weekly Training & Development…
Added 9 mins ago
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CEO/General Manager
Co-op
Estevan, SK
- Full-time
Southern Plains Co-op invites applications for the position of Chief Executive Officer/General Manager (CEO/GM) to lead their passionate team.
Added 22 mins ago
TC
Adobe Site Reliability Engineer
Tata Consultancy Services
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Design and operate change management for the platform where the Git repository is production: reconcile a merge-to-main deployment model with internal change control, so that every…
Added 22 mins ago
SS
Site Reliability Engineer – CDN & Web Performance
Staffmax Staffing & Recruiting
Toronto, ON
- Full-time
The platform uses Adobe Experience Manager (AEM) Edge Delivery Services to deliver public-facing web experiences. This role will focus on CDN and edge reliability, web performance,…
Added 22 mins ago
NS
Senior Account Manager-Loyalty & Incentives
NLI Solutions
Toronto, ON · Greater Toronto Area, Canada
- Full-time
We are looking for a driven, organized and relationship-focused Account Manager – Loyalty & Incentives to manage and grow a portfolio of key client accounts.
Added 22 mins ago
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Technical Project Manager
Randstad Enterprise
Montreal, QC
- Contract
Experience with Adobe Experience Manager or another enterprise content-management platform.
Added 23 mins ago
Senior Manager Data and Insights
Scotiabank
Montreal, QC
Supports change management initiatives as new operational processes and strategies are introduced.
Added 23 mins ago
Postmaster - Premises provided by Postmaster (Group Office)
Canada Post - Postes Canada
Packington, QC
…The Postmaster, reporting to the Superintendent/Local Area Manager, is responsible for promoting and selling postal products and services to the public and businesses in the community. As…
Added 23 mins ago
RC
Senior Manager, Human Resources - North America Commercial Teams (18-month Contract Role)
Revlon Corporate
Mississauga, ON
- $130,000 to $140,000 CAD / year
This role requires a strong understanding of business operations, organizational effectiveness, talent management, employee relations, and change leadership. The successful candidate will…
Added 23 mins ago
Lead Client Partner, Financial Services
Pinterest
Toronto, ON
…banking and insurance. Partnering closely with a Client Account Manager, you will build trusted relationships across agencies and direct client organizations, from practitioners to senior…
Added 39 mins ago
HB
Temp Assistant Manager - BOSS Outlet, Ottawa Tanger
HUGO BOSS Canada, Inc.
Ottawa, ON
- Other
…we are, we are united by a common goal: We love fashion, we change…
Added 39 mins ago
HB
Assistant Manager - BOSS Store, St Bruno
HUGO BOSS Canada, Inc.
Saint-Bruno-de-Montarville, QC
- Other
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Added 39 mins ago
VP of Product, Sports (Legend)
Genius Sports
Halifax, NS
Experience building and evolving high-performing Product organizations, operating models and delivery practices - and leading teams successfully through change.
Added 52 mins ago
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Senior Advanced Research Computing Systems Administrator
University of Victoria
Victoria, BC
- Internship
Reporting to the Manager and Architect of Advanced Research Computing Infrastructure, the Senior Advanced Research Computing Systems Administrator works as part of a team to design, build,…
Added 52 mins ago
FC
CEO/General Manager
Federated Co-operatives Limited
SK · Saskatchewan, Canada
- Full-time
Southern Plains Co-op invites applications for the position of Chief Executive Officer/General Manager (CEO/GM) to lead their passionate team.
Added 1 hour ago
TC
Manager, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
…colleagues will join from the business, help shape and deliver change, and return to the line with broader project…
Added 1 hour ago
TC
Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
…colleagues will join from the business, help shape and deliver change, and return to the line with broader project…
Added 1 hour ago
TC
Manager, Data, Reporting & Platform Enablement
The Citco Group Limited
Toronto, ON
- Full-time
…colleagues will join from the business, help shape and deliver change, and return to the line with broader project…
Added 1 hour ago
TC
Manager, Digital Workflow, Automation & AI
The Citco Group Limited
Toronto, ON
- Full-time
…colleagues will join from the business, help shape and deliver change, and return to the line with broader project…
Added 1 hour ago
TI
Delivery Lead
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Toronto, ON
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Demonstrated excellence in SDLC governance, change management, version control (Git), CI/CD automation, code quality, and automated testing.
Added 1 hour ago
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Senior Organizational Change Management Specialist – AI Transformation
Onepoint
Ottawa, ON · Montreal, QC
- Full-time
We are seeking a Senior Organizational Change Management Specialist – AI Transformation to join our team.
Added 1 hour ago
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Senior Organizational Change Management Specialist – AI Transformation
Wepoint
Ottawa, ON · Montreal, QC
- Full-time
We are seeking a Senior Organizational Change Management Specialist – AI Transformation to join our team.

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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