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Added 21 hours ago
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Senior Technology Manager, Loan Servicing Technology
BMO
Toronto, ON · FCP
- Full-time
This role is accountable for technology strategy, platform modernization, operational excellence, production stability, security, scalability, and technology delivery. The successful…
Added 1 day ago
O
Sr. Manager, Product Management
OpenText
Waterloo, ON
- Full-time
OpenText is seeking a Senior Manager of Product Management to lead our multi-tenant OpenText Communications offering, currently represented by Core Communications.
Added 1 day ago
O
Sr. Manager, Product Management
OpenText
Mississauga, ON
- Full-time
OpenText is seeking a Senior Manager of Product Management to lead our multi-tenant OpenText Communications offering, currently represented by Core Communications.
Added 1 day ago
O
Sr. Manager, Product Management
OpenText
Richmond Hill, ON
- Full-time
OpenText is seeking a Senior Manager of Product Management to lead our multi-tenant OpenText Communications offering, currently represented by Core Communications.
Added 1 day ago
M(
Product Marketing Manager
MaintainX (An Autodesk Company)
Remote, Canada
- Full-time
- Remote
MaintainX is a leading mobile-first work execution platform for industrial and frontline teams. More than 13,000 customers, including Duracell, McDonald's, Shell, DHL and Volvo, use…
Added 1 day ago
P
GTM Campaign Manager
Procurify
Remote, Canada
- Full-time
- Remote
Procurify is the agentic procurement platform that helps mid-market organizations get complete control over their spend. We're trusted by hundreds of companies around the world, across…
Added 1 day ago
B
Senior Manager, Data Engineer, Applied AI Data Ingestion & Integration
BMO
Toronto, ON · FCP
- Full-time
…cloud-native capabilities and AI solutions. Our team combines engineering excellence with cutting-edge AI to deliver scalable, secure, and responsible solutions that power business…
Added 1 day ago
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Data Scientist III
TD
Toronto, ON
- Full-time
Lead Power BI modernization initiatives, working closely with the Power BI Centre of Excellence (COE) and Enablement teams to assess, rationalize, and prioritize legacy reporting assets.…
Added 1 day ago
DC
Administrative Assistant - Reception (Casual)
Dillon Consulting Limited
Toronto, ON
- Part-time
…office setting, maintaining active communication with your team manager via Google Chat and Google…
Added 1 day ago
TC
Senior Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
Data, Reporting & Platform Enablement: led by the Technology, Data & Delivery leader, this area will define Operations requirements for data, reporting and platforms, strengthen data…
Added 1 day ago
SP
Senior Director, Controllership & Operations Transformation
Salesforce Partner Canada
Toronto, ON
- Full-time
…automation strategy. With Agentforce woven into every layer of our platform, our team builds intelligent systems that automate repetitive subledger flows, elevate strategic accounting…
Added 2 days ago
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Manager, Developer Experience & AI Enablement
Eyeline
Vancouver, BC
- $205,000 to $305,000 CAD / year
- Full-time
You will drive the technical strategy and day-to-day delivery for release engineering – leaning on your deep expertise in leading teams to design and deploy robust and frictionless software…
Added 2 days ago
SP
Customer Success Manager - Global Public Sector
Salesforce Partner Canada
Toronto, ON
- Full-time
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their…
Added 2 days ago
S
Customer Success Manager - Global Public Sector
Salesforce
Toronto, ON · Canada - Toronto
- Full-time
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their…
Added 2 days ago
R
Data Engineering Manager
Relay
Remote, Canada
- $207,000 to $253,000 CAD / year
- Full-time
- Remote
Relay's data engineering team has tripled in size, from 4 to 12, and is now splitting into two teams. Analytics Data Engineering works close to the business, building the models, pipelines…
Added 2 days ago
Senior Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV)
Amazon
Toronto, ON
…company understand the business case for migrating their core platform to AWS, facilitate an alignment session between an ISV's engineering team and AWS Solutions Architecture, or work with…
Added 2 days ago
MANAGER, FINANCE ENABLEMENT, TECHNOLOGY & TRANSFORMATION (HYBRID)
Green Shield Canada
Toronto, ON · Windsor, ON
We are seeking a strategic, technically curious, and execution-oriented Manager, Finance Enablement, Technology & Transformation to modernize how Finance works. This individual contributor…
Added 2 days ago
Lead, Technical Services
MongoDB
Toronto, ON
…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…
Added 2 days ago
Product Operations Manager
Brex
Vancouver, BC
Operations is the backbone of Brex’s mission to power businesses through our Intelligent Finance Platform. We own credit, fraud, money movement, and payments, protecting our customers and…
Added 2 days ago
A
Senior Product Manager, Robot Platforms
Avidbots
Kitchener, ON
- Full-time
We are seeking an experienced Senior Product Manager to work alongside management on the roadmap for the Avidbots cleaning robot platforms - Neo, Neo 2W, and Kas. You will report directly…
Added 2 days ago
W
Senior Data Migration Specialist
WELLSTAR
Remote, Canada
- Full-time
- Remote
Influence product and implementation outcomes. You will bring the voice of Implementation into Product and Engineering conversations, advocating for import capabilities, integrations, and…
Added 2 days ago
PF
Gestionnaire principal·e de produit | Senior Product Manager , APM & GenAI
Power Factors
Montreal, QC
- Full-time
Added 2 days ago
PF
Gestionnaire principal·e de produit | Senior Product Manager , APM & GenAI
Power Factors
Remote, Canada
- Remote
Added 3 days ago
DC
Civil Land Development Engineer
Dillon Consulting Limited
Winnipeg, MB
- Full-time
Organize and lead municipal engineering designs (use of Civil 3D and other land development software is an asset but not required).
Added 3 days ago
DC
Intermediate Civil Engineer/Civil Project Manager
Dillon Consulting Limited
Calgary, AB · Edmonton, AB
- Full-time
We are currently seeking a Intermediate Civil Engineer/Civil Project Manager to join our Linear Municipal Infrastructure team. Our team specializes in the critical networks that keep a…

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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