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Added 8 mins ago
PV
Hospital Administrator
P3 Veterinary Partners
Timmins, ON
- Full-time
…chiro, accounting, or a related professional service focused on customer service are also encouraged to…
Added 8 mins ago
GS
FT- Property Manager Assistant (Toronto)
Good Shepherd Hamilton & Toronto
Toronto, ON
- Full-time
This position will report to the Property Manager. The Property Manager Assistant enhances the dignity and quality of life of our clients, visitors and staff by providing support to the…
Added 8 mins ago
J
Senior Product Manager - Agentic Banking
Jobgether
Canada
- Full-time
…marketing, finance, compliance, and operations teams to transform customer needs into scalable, high-value solutions. By combining deep banking knowledge with emerging AI capabilities, you…
Added 9 mins ago
HB
Store Manager - HUGO Outlet, Vaughan Mills Outlet
HUGO BOSS Canada, Inc.
Toronto, ON
- Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 9 mins ago
HB
Assistant Store Manager - BOSS Store, Laval
HUGO BOSS Canada, Inc.
Laval, QC
- Other
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Added 9 mins ago
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Assistant Manager - BOSS Store, Fairview
HUGO BOSS Canada, Inc.
Toronto, ON
- Other
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Added 9 mins ago
HB
Assistant Manager - BOSS Store, Guildford 1
HUGO BOSS Canada, Inc.
Surrey, BC
- Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 9 mins ago
HB
Assistant Manager - BOSS Store, West Edmonton Mall
HUGO BOSS Retail, Inc.
Edmonton, AB
- Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 9 mins ago
HB
Store Manager - BOSS Store, Halton HIlls
HUGO BOSS Canada, Inc.
Halton Hills, ON
- Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 22 mins ago
AF
Facility operations manager
ADROIT FACILITIES SERVICES INC
Peterborough, ON
- From $49 CAD / hour
- Full-time
- On-site
Consult with clients after sale to provide ongoing support
Added 23 mins ago
MU
ADMINISTRATIVE STAFF SPECIALIST I (BAND LEVEL 4)
Memorial University, Newfoundland and Labrador
St. John's, NL
- Full-time
Reporting to the Manager of Finance and Administration and the Associate Director of Student Engagement and Events, the Administrative Staff Specialist I will play a vital role in providing…
Added 23 mins ago
CC
Pharmacist - Signing Bonus Available
CareRx Corporation
Victoria, BC
- $60 to $65 USD / hour
- Full-time
CareRx is looking for a Pharmacist to join our Victo riateam . Under the general direction of the designated Pharmacy Manager, the Pharmacist is responsible for ensuring that all…
Added 23 mins ago
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Security Guard - Retail Centre - Full Time
Allied Universal
Calgary, AB
- Full-time
We are seeking a professional, reliable, and customer-focused Security Guard - Retail Centre at Calgary,Alberta to provide security services.The successful candidate will be responsible for…
Added 24 mins ago
Retail Experience Lead
Fire & Flower Inc.
Toronto, ON
…supervising staff, assisting cashiers, delivering a consistently high customer service level, cash management, administrative duties, setting alarms, and keeping the front of house clean…
Added 24 mins ago
Retail Store Manager
Fire & Flower Inc.
Beaumont, AB
The Retail Store Manager is responsible for the daily operations and profitability of their assigned location(s), according to set goals and business objectives. Daily operations include…
Added 24 mins ago
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Front Store Manager, Salaried Full Time Flexible Shifts Greenlight Requisition
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Burnaby, BC
- Full-time
The Front Store Manager (FSM) is responsible for managing the overall Front Store’s performance. The Front Store includes all areas of the store, including cosmetics, excluding Pharmacy.…
Added 24 mins ago
W
(CAN) Directs Store Delivery Associate
Walmart
Surrey, BC
- Part-time
Works closely with the Operations Manager and Office Support Associate to identify and resolve receiving issues or discrepancies efficiently.
Added 24 mins ago
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(CAN) Consumables Associate
Walmart
Sainte-Agathe-des-Monts, QC
- Part-time
7. Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 24 mins ago
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(CAN) Asset Protection Associate
Walmart
Toronto, ON
- Part-time
…helps prevent financial and physical loss, reduce shrink, and support store profitability. Through awareness, observation, and teamwork, the Asset Protection Associate helps protect people,…
Added 24 mins ago
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(CAN) OMNI Lead Department Manager
Walmart
Sainte-Agathe-des-Monts, QC
- Full-time
To assist in the leadership of the OMNI area and processes through partnership with the OMNI Assistant Manager and ensure a high level of customer service and while ensuring task completion.
Added 24 mins ago
W
(CAN) OMNI Department Manager
Walmart
Saint-Georges, QC
- Full-time
The OMNI Department Manager will provide customer service by offering assistance to meet the customer’s shopping needs. This will be accomplished by contributing to the overall processes…
Added 24 mins ago
W
(CAN) Consumables Associate
Walmart
Terrebonne, QC
- Full-time
7. Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 24 mins ago
SH
Co-op student (Engineering)
Sotera Health
Ottawa, ON
- Full-time
…based out of the Nordion facility in Ottawa. Reporting to the Manager, Project Services, the Engineering student will support the various engineering…
Added 39 mins ago
W
IT Specialist III (Infrastructure Platforms)
WCB-Alberta
AB · Edmonton - Jarvis
- Full-time
…infrastructure and platform capabilities required to securely support AI models, workloads, and related services within the enterprise…
Added 39 mins ago
PV
Keyholder
Pet Valu
Westmount, QC
- Part-time
In cases where the Store Manager or Assistant Store Manager are not in the store, Keyholder may assign daily goals and tasks to ACEs.

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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