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Added 4 mins ago
T
Manager, IT Operations (Oracle & PostgreSQL Database Services)
TD
Mississauga, ON · Toronto, ON
- Full-time
The Manager, IT Operations is responsible for leading a team of Database Administrators and Engineers supporting mission-critical Oracle and PostgreSQL database platforms across…
Added 4 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON · Toronto, ON
- Full-time
…of mission-critical database platforms supporting enterprise applications and services. This role operates within the Technology Operations team with primary accountability for Incident…
Added 4 mins ago
SL
Advanced Case Manager - Insurance Sales - Mandarin
Sun Life
BC · Toronto, ON · Waterloo, ON · ON · Ontario Telecommuters
- Full-time
The Advanced Case Manager is responsible for contributing to the Company’s individual life and health sales goals by providing complex case and sales strategy support to advisors in the Sun…
Added 4 mins ago
PB
Operations Coordinator
Point Blank Creative
Vancouver, BC
- Full-time
…backgrounds to apply. Point Blank does not use AI to review applications; every application is reviewed by a human to ensure that we attain a consistent and equitable hiring…
Added 17 mins ago
EP
Primary Care Mental Health Practitioner (SPCMHP)
Essex Partnership University NHS Foundation Trust
ON · Essex, ON
- Full-time
…regularly, we would advise however due to the high number of applications we receive that if you have not heard from us within three weeks of the closing date your application has been…
Added 19 mins ago
CC
Manager - Revenue Operations & Analytics
CARFAX Canada
London, ON
- $100,000 to $130,000 CAD / year
- Full-time
The Manager, Revenue Operations is responsible for supporting the sales and client-facing teams through reporting, analytics, process improvement, and operational leadership. This role…
Added 19 mins ago
AL
Senior Human Resources Business Partner
Air Liquide
Montreal, QC
- Full-time
…(Sales, Production, Finance, Logistics). More than an HR program manager, you influence the work climate and talent alignment to support sustainable growth. Your expertise allows you to…
Added 30 mins ago
HR
Occupational Therapist - Inpatients
Humber River Health
Toronto, ON
- Full-time
Reporting Relationship: Manager, Allied Health Services
Added 30 mins ago
HR
Occupational Therapist - Inpatients
Humber River Health
Toronto, ON
- Full-time
Reporting Relationship: Manager, Allied Health Services
Added 30 mins ago
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Registered Nurse Birthing Unit
Humber River Health
Toronto, ON
- Full-time
Reporting Relationship: Manager, Birthing Unit
Added 30 mins ago
GD
Supply Chain Manager Procurement and Supplier Quality
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $130,000 CAD / year
- Full-time
We are hiring a Supply Chain Manager to lead Procurement and Supplier Quality activities in support of manufacturing, programs, and broader business objectives. You will lead a team of…
Added 30 mins ago
HR
Clerical Support Associate, Emergency Department
Humber River Health
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…Site Labour Group: Teamsters Clerical Reporting Relationship: Manager, Emergency Department Hourly Rate: $29.966 -…
Added 30 mins ago
HR
Clerical Support Associate, Emergency Department
Humber River Health
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…Site Labour Group: Teamsters Clerical Reporting Relationship: Manager, Emergency Department Hourly Rate: $29.966 -…
Added 30 mins ago
FH
Social Worker, BSW - Surrey Memorial Hosptial
Fraser Health Authority
Surrey, BC
- $44.85 to $56.02 CAD / hour
- Full-time
Reporting clinically to the Professional Practice Chief, Social Work and administratively to the Manager, Clinical Services, provides basic therapeutic clinical counseling services to…
Added 30 mins ago
CC
Manager - Revenue Operations & Analytics
CARFAX Canada
London, ON
- $100,000 to $130,000 CAD / year
- Full-time
The Manager, Revenue Operations is responsible for supporting the sales and client-facing teams through reporting, analytics, process improvement, and operational leadership. This role…
Added 30 mins ago
SH
Clinical Resource Nurse - Labour Delivery Recovery (LDR) - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of and in collaboration with the Manager Health Services and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface…
Added 30 mins ago
SH
Clinical Resource Nurse - Labour Delivery Recovery (LDR) - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of and in collaboration with the Manager Health Services and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface…
Added 30 mins ago
SH
Registered Nurse (N2) -E6 - Medicine Clinical Teaching Unit
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager Health Services, and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface Hospital, the Registered…
Added 30 mins ago
SH
Licensed Practical Nurse - Renal Program - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Licensed Practical Nurse (LPN) is responsible for providing professional practical nursing services to designated…
Added 30 mins ago
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General Duty Nurse (N2) - Renal Program - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 30 mins ago
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Unit Clerk
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager Health Services and a Registered Nurse (RN) or Registered Psychiatric Nurse (RPN), and while demonstrating a commitment to the Mission, Values…
Added 30 mins ago
SH
Licensed Practical Nurse - Renal Program - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Licensed Practical Nurse (LPN) is responsible for providing professional practical nursing services to designated…
Added 30 mins ago
SH
General Duty Nurse (N2) - Renal Nursing Relief Team - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 30 mins ago
SH
Officer - Research Supports and Grants
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general direction of the Administration Manager, Office of Clinical Research, and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface…
Added 30 mins ago
RU
Responsable restauration / Catering Lead
Ricoh USA, Inc.
Montreal, QC
- Full-time
Strong computer skills with Microsoft Applications

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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