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Added 4 mins ago
HS
IT Systems & Support Coordinator
Herschel Supply Company
Vancouver, BC
- Full-time
…You’ll also recognize when to bring in IT Leadership, escalating infrastructure modifications, critical security incidents, network outages, and hardware purchases to keep our teams…
Added 4 mins ago
FA
Senior Financial Analyst, Infrastructure Funds
Fengate Asset Management
Oakville, ON
- Full-time
Fengate is seeking a Senior Financial Analyst to join the Infrastructure Funds finance team. Reporting to the Senior Manager, Finance, Infrastructure Funds the individual will be…
Added 4 mins ago
H
Construction Contract Administrator
HDR
Toronto, ON
- Full-time
…HDR’s Field Services team, you’ll be on the front lines of infrastructure development, making sure that what’s designed is built to the highest standards. From highways and bridges to water…
Added 4 mins ago
H
Construction Contract Administrator
HDR
Richmond Hill, ON
- Full-time
…HDR’s Field Services team, you’ll be on the front lines of infrastructure development, making sure that what’s designed is built to the highest standards. From highways and bridges to water…
Added 20 mins ago
T
Oracle / PostgreSQL Database Administrator
TD
Mississauga, ON
- Full-time
The Oracle/PostgreSQL Database Administrator is responsible for the administration, reliability, security, recoverability, and performance of mission-critical database platforms supporting…
Added 20 mins ago
D-
Administrateur Système/Réseau
DELAN - IT Talent Solutions
Montreal, QC
- Full-time
The System/Network Administrator will be responsible for the hybrid on-premises and cloud IT infrastructure (AWS, Azure, Microsoft 365) of a large-scale organization, while leading major…
Added 21 mins ago
UO
ERP System Administrator - Information Technologies
University of Calgary
Calgary, AB
- Full-time
The Information Technologies is currently seeking a Full-time Limited Term ERP System Administrator for approximately 24 months.
Added 35 mins ago
B
Construction administrator
BPA
Toronto, ON · Greater Toronto Area, Canada
- Full-time
BPA is more than an engineering firm - it’s a passionate team shaping the buildings and infrastructure of tomorrow. With offices across Canada, our expertise in sustainable design and…
Added 1 hour ago
C
Virtual Infrastructure Specialist
CGI
Mississauga, ON
- Full-time
CGI is a forward-thinking organization committed to delivering robust IT infrastructure solutions. We are seeking a motivated System Administrator with expertise in Virtualization domain to…
Added 1 hour ago
NV
Systems & Network Administrator (ID#5507)
New Value Solutions
Vancouver, BC
- Contract
New Value Solutions, a national IT consulting company, is seeking an experienced Systems & Network Administrator to provide occasional technical support for one of our clients in downtown…
Added 1 hour ago
TC
Senior Active Directory & Microsoft Entra ID (Azure)
Tata Consultancy Services
Saskatoon, SK
- Full-time
…clients to transform themselves across the full AI stack, from infrastructure to…
Added 1 hour ago
M
Sr. Associate Workplace Specialist (AV)
McKesson
Mississauga, ON
- Full-time
Knowledge of AV-over-IP, network infrastructure, and enterprise connectivity concepts.
Added 3 hours ago
Lead, Technical Services
MongoDB
Toronto, ON
Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance
Added 3 hours ago
OT
Lead Cloud Applications Administrator
Open Text Corporation
Mississauga, ON · Richmond Hill, ON · Waterloo, ON
- Other
As a Cloud Applications Administrator you will join an industry-leading organization and be engaged in the full-cycle development of the most advanced products and services solutions.You…
Added 5 hours ago
IG
System Admin
Inland Group of Companies
Truro, NS · ITH Truro
- Full-time
Position Overview: Reporting to the Director of Information Technology, the Systems Administrator II is responsible for supporting, monitoring, maintaining, and improving the company’s…
Added 6 hours ago
I
Senior Systems Engineer
illumin
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $150,000 CAD / year
- Full-time
We are hiring a Senior Systems Engineer to join our Infrastructure & Operations team. This is a senior, hands-on infrastructure role focused on Linux systems, virtualization, physical and…
Added 6 hours ago
TC
Oracle Database Administrator
Tata Consultancy Services
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
…clients to transform themselves across the full AI stack, from infrastructure to…
Added 6 hours ago
O
Sr. Engineer System administrator
OnX
Toronto, ON
- Full-time
We are seeking a highly skilled Senior Systems Administrator to join our Infrastructure Services team. This role is ideal for a hands-on technical professional who thrives in complex…
Added 7 hours ago
FE
Intern System Administrator
Future Electronics
Kirkland, QC
- Internship
We are looking for an Intern Systems Administrator to join our IT team. In this role, you will support the day-to-day operations and continuous improvement of our Microsoft technology…
Added 7 hours ago
I
Senior System Administrator
ICES
Toronto, ON
- Contract
ICES is seeking a Senior System Administrator to join our Technology department. The Senior System Administrator is responsible for building, maintaining, and supporting Information…
Added 7 hours ago
MF
Cloud Platform Engineer
MTY Food Group
Montreal, QC
- Full-time
Reporting Structure: Reports to Sr Director, IT Infrastructure
Added 7 hours ago
TC
Unix Administrator
Tata Consultancy Services
Toronto, ON
- $90,000 to $100,000 CAD / year
- Full-time
…clients to transform themselves across the full AI stack, from infrastructure to…
Added 7 hours ago
IC
Senior System Administrator
ICES Central
Toronto, ON
- Full-time
- Temporary
ICES is seeking a Senior System Administrator to join our Technology department. The Senior System Administrator is responsible for building, maintaining, and supporting Information…
Added 12 hours ago
S
IT Technology Services Senior Specialist - Linux Administration, Hyperscaler, Pacemaker Operations
SAP
Toronto, ON
- Full-time
…of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud…
Added 12 hours ago
R&
End User Systems Support Specialist
Robertson & Company Ltd.
Toronto, ON
- Full-time
The End User Systems Support Specialist plays a key role in ensuring smooth daily operations of the organization’s IT infrastructure and end user technology. This position supports both…

MongoDB

Lead, Technical Services

Toronto, ON, Canada

$137,000 - $189,000 CAD

Apply About employer

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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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