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Added 1 min ago
TH
Assistant manager, restaurant
The Hungry Beast
Red Deer, AB
- From $36 CAD / hour
- Full-time
- On-site
Added 4 mins ago
AP
Sales Associate, Alberta House Building (Glacier Ridge) (Calgary, AB)
Anthem Properties
Calgary, AB · Anthem Site, Alberta
- Full-time
Follow the Anthem sales process, support and work in partnership with the Area Sales Manager
Added 4 mins ago
C
Manager, Amusement Electronics Technician or Games or AV
Cineplex
AB · W. Edm. The Rec Room
- Full-time
Added 4 mins ago
BG
Territory Manager
Brandt Group of Companies
Calgary, AB
- Full-time
The Territory Manager is responsible for driving business growth and market share within an assigned Area of Responsibility (AoR). This role focuses on building and maintaining strong…
Added 4 mins ago
BG
Partsperson - Lead
Brandt Group of Companies
Saskatoon, SK
- Full-time
This position is responsible for supporting the Parts Manager in the daily operation of the Parts Department by coordinating workflow, maintaining inventory accuracy, and ensuring…
Added 4 mins ago
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Associate, Operations – Deposits and Payments
BMO
Montreal, QC · HO
- Full-time
…payments. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer…
Added 4 mins ago
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Anti Money Laundering, Team Lead
BMO
Toronto, ON · YNG
- Full-time
May assist manager to coordinate, schedule and assign tasks.
Added 4 mins ago
B
Managing Director, Head of Financial Engineering
BMO
Toronto, ON · FCP
- Full-time
Added 4 mins ago
B
Senior Relationship Manager
BMO
St. John's, NL
- Full-time
Senior Relationship Manager, Commercial Banking
Added 4 mins ago
B
Strategic Sourcing Manager
BMO
Toronto, ON · YNG
- Full-time
The Sourcing Manager, External Labor supports end-to-end sourcing for BMO's External Labor portfolio, including professional services, advisory services, technology services, staff…
Added 4 mins ago
BT
Carrier Operations Specialist
Bison Transport Inc.
Winnipeg, MB · Mississauga, ON
- Full-time
Internal Title: Fleet Manager - Fleet Management Program (FM FMP)
Added 4 mins ago
PC
Support Group & Peer Mentor Coordinator
Parkinson Canada
Remote, Canada
- $50,000 to $60,000 CAD / year
- Full-time
- Remote
Identify trends, service gaps, or emerging issues and bring recommendations forward to the Manager.
Added 4 mins ago
FT
Student Awards Team Lead - Appendix D/Temporary Assignment
Fanshawe Toronto@ILAC
London, ON
- Full-time
Reporting to the Manager, Student Awards, the Student Awards Team Lead is responsible for guiding and overseeing the work of the Student Awards staff. The incumbent is responsible for…
Added 4 mins ago
X
Service and Sales Coordinator
XPEL
Regina, SK
- Full-time
The Service and Sales Coordinator ensures that people have a pleasant, informed, and professional experience when receiving or inquiring about products and services at XPEL installation…
Added 4 mins ago
L
HS&E Advisor
Ledcor
Calgary, AB · Edmonton, AB · Saskatoon, SK
- Full-time
Collaborate with the HS&E manager and HS&E coordinators across LTS to assist in the development, revision and implementation of procedures, standards, rules, and regulations. Provide…
Added 4 mins ago
IF
Unit Claims Manager, Appraisal, Northern Alberta
Intact FC
AB
- Full-time
We’re looking for a Unit Claims Manager, Appraisal, to join our growing team in Northern Alberta and based in Edmonton!
Added 7 mins ago
DD
Food services manager
Delish Dining
Calgary, AB
- From $37.5 CAD / hour
- Full-time
- On-site
Added 13 mins ago
H
Restaurant manager
Hawker
Toronto, ON
- From $37.5 CAD / hour
- Full-time
- On-site
Resolve issues that may arise, including customer requests, complaints and supply shortages
Added 15 mins ago
AB
Fast food restaurant manager
ALI BABA Nanaimo
Nanaimo, BC
- From $36.6 CAD / hour
- Full-time
- On-site
Added 17 mins ago
W&
Restaurant manager
Wolf & Hound
Vancouver, BC
- From $38 CAD / hour
- Full-time
- On-site
Added 19 mins ago
HI
Auto Mobile Advisor
HUB International
Duncan, BC
- Full-time
As an Auto Mobile Advisor, reporting to the Branch Manager, you will build, serve, and maintain relationships with clients and local dealerships throughout the community to provide diverse…
Added 19 mins ago
WM
310T Mechanic (Afternoon shift)
Waste Management, Inc. (WM)
Ottawa, ON · CARP, ON
- Full-time
Whether you want to become a lead technician, supervisor, trainer or manager, opportunities exist to grow your career.
Added 19 mins ago
TT
Assistant Store Manager Homesense - Milton
The TJX Companies, Inc.
Milton, ON
- Full-time
…including merchandising, backroom, frontline, cash office, customer service, markdowns, scheduling, shipping, and receiving, with a strong focus on minimizing shrink and…
Added 19 mins ago
TT
Assistant Store Manager in Training Winners Totem Mall
The TJX Companies, Inc.
Fort St. John, BC
- $48,592.5 to $68,029.5 CAD / year
- Full-time
…including merchandising, backroom, frontline, cash office, customer service, markdowns, scheduling, shipping, and receiving, with a strong focus on minimizing shrink and…
Added 19 mins ago
Field Coordinator - Kiewit Foundations District
Kiewit
Calgary, AB · Burnaby, BC
…professionally and ethically. Reporting to a Project Engineer or Project Manager, your main duties will include contract administration, project planning, scheduling, and project reporting.…

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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