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Added 7 mins ago
AA
Senior Manager, Canadian Tax
ASSA ABLOY Opening Solutions Americas
Toronto, ON · North York, ON
- Full-time
We are seeking an experienced and strategic Senior Manager, Canadian Tax to lead all aspects of Canadian tax compliance, reporting, planning, and controversy management. This role will…
Added 7 mins ago
TC
Retail Customer Service Coordinator Full Time Winners - Royalty Crossing
TJX Canada – Winners, Marshalls, HomeSense
Charlottetown, PE
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 7 mins ago
RF
Food & Service Innovation Strategic Sourcing Manager
Real Food For Real Kids
Toronto, ON
- Full-time
…satisfaction, and operational efficiency. Supply Chain will lead daily purchasing, inventory, and operational continuity; you will bring the strategic category, market, and supplier…
Added 7 mins ago
HR
QA/QC Engineer
Hitachi Rail
Mississauga, ON
- Full-time
ISO 9001:2015 implementation experience, Lead Auditor or Internal Auditor certification, or equivalent competency
Added 7 mins ago
PM
Sales Manager
Premier Motor Freight INC
London, ON
- Full-time
Strong skills in lead generation, relationship management, and customer retention, with a focus on building long-term partnerships.
Added 7 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Toronto, ON
- Full-time
Ability to lead and coordinate technical staff
Added 7 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Burnaby, BC
- Full-time
Ability to lead and coordinate technical staff
Added 7 mins ago
A
Systems Development Engineer Intern, Canada 2027
Amazon
Vancouver, BC
- Full-time
…opportunity to impact the evolution of Amazon technology as well as lead mission-critical projects early in your career. Your work will contribute to solving some of the most complex…
Added 7 mins ago
OL
Education Director – Oxford Learning North Vancouver
Oxford Learning Centres Inc.
North Vancouver, BC
- Part-time
Oxford Learning North Vancouver is seeking a motivated, organized, and personable Education Director to lead the day-to-day operations of our learning centre.
Added 7 mins ago
A
Project Manager III
Affinity
Richmond, BC
- Contract
Lead end-to-end project delivery across design and implementation phases, from initiation and planning through to deployment and closeout
Added 7 mins ago
HA
Sr Program Specialist
Honeywell Aerospace
Mississauga, ON
- Full-time
Manage team-lead schedules and coordinate the transition of this responsibility from Finance.
Added 7 mins ago
TM
Sales Engineer
Technical Management Group Ltd. (TMG)
Toronto, ON
- Full-time
Lead and coordinate corporate proposal development, including the timely review of client Requests for Quotation, Requests for Proposal, expressions of interest, scopes of work, addenda,…
Added 7 mins ago
A
Senior Sales Representative, Core Major Accounts (Hunter)
ADP
Calgary, AB
- Full-time
Trusted Advisor – You lead with integrity and consistently deliver on commitments
Added 7 mins ago
MT
Coordinator, Student Programs
McCarthy Tétrault
Montreal, QC
- Full-time
…and approaches. Together, these principles shape how we work, lead, and grow - every…
Added 7 mins ago
HR
Signaling System Engineer
Hitachi Rail
Mississauga, ON
- Full-time
3 -5 years’ experience as a lead systems/design engineer in signaling system projects
Added 7 mins ago
TC
Assistant Store Manager Homesense - Milton
TJX Canada – Winners, Marshalls, HomeSense
Milton, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Demonstrated ability to lead, develop, and empower a large team.
Added 7 mins ago
GD
Security Specialist
General Dynamics Mission Systems–Canada
Dartmouth, NS
- $70,000 to $85,000 CAD / year
- Full-time
Assist with, or lead, internal security projects such as classified documents records system
Added 8 mins ago
Store Manager - Tillsonburg
Moffatt & Powell RONA 2024
London, ON · Tillsonburg, ON
Lead, coach, and develop store employees and leaders.
Added 8 mins ago
SO
Warehouse Lead & Driver (Thrift Stores)
Society of Saint Vincent de Paul
Victoria, BC
- Full-time
The Thrift Store Warehouse Lead supports the day-to-day operation of the thrift warehouse by coordinating donation flow, sorting, distribution, and transportation activities. This role…
Added 8 mins ago
SS
Marketing Manager
Smart, Savvy + Associates
AB
- Full-time
Lead the development of value propositions and messaging strategies
Added 13 mins ago
OH
Child caregiver - private home
Olivia-Private household
Richmond Hill, ON
- From $20.85 CAD / hour
- Full-time
- On-site
Added 17 mins ago
CP
Sales planning manager
CANWEST PACIFIC TRADING INC.
Vancouver, BC
- From $56.25 CAD / hour
- Full-time
- On-site
Lead sales team in building relationships with business clients and manage negotiations of sales contracts
Added 22 mins ago
TL
Children's Fitness Instructor - The Little Gym of Durham
The Little Gym of Silver Spring
ON · Durham, ON
- Part-time
Teach amazing classes and lead fabulous birthday parties based on our proven curriculum and teaching method (don't worry, we'll teach you how!)
Added 22 mins ago
T
Area Manager, Recycling Operations
Technifite
ON · Ontario, Canada
- Full-time
We’re hiring an Area Manager to lead five Material Recovery Facilities (MRFs) across Canada. You’ll own safety, financial results, people leadership, and continuous improvement across the…
Added 22 mins ago
MA
CMMS & SAP Maintenance Specialist
Manpower Alberta
AB · Alberta, Canada
- $40.14 to $59.73 CAD / hour
- Contract
Reporting to the CMMS Lead, Maintenance Work Management & Performance Department, the main responsibility of the Contract SAP Support Technician will be to provide end-user support and…

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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