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Added 2 mins ago
MI
Director Compensation
Mackenzie Investments
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 2 mins ago
IR
Production Supervisor
Ingersoll Rand
Acheson, AB
- Full-time
…and act like owners. We believe in sustainability through the development and distribution of a broad range of global brands designed to meet the needs of our customers in both efficient…
Added 2 mins ago
AC
Senior Manager Enterprise Performance FP&A
Alimentation Couche-Tard
Laval, QC
- Internship
Senior Manager Enterprise Performance FP&A _______________________________________________________________________________
Added 2 mins ago
GC
Project Manager, Vancouver
GUNN Consultants
Vancouver, BC
- Full-time
…the project. This role is suited to an experienced Project Manager who is comfortable owning projects end-to-end and making decisions in a consulting environment. The Project Manager will…
Added 2 mins ago
CB
Program Coordinator
Columbia Basin Trust
Cranbrook, BC
- Full-time
Reporting to the Senior Manager, Delivery of Benefits, you will:
Added 2 mins ago
P&
Ingenieur(e) de projets / Project Engineer
Pratt & Whitney
Longueuil, QC
- Full-time
Avoir démontré un sens de l’organisation, de l’initiative, une forte habileté de leadership ainsi qu’un souci évident pour l’amélioration continue.
Added 2 mins ago
KE
Project Engineer / Project Manager
Keystone Environmental
Burnaby, BC
- $100,000 to $130,000 CAD / year
- Full-time
As our company continues to grow, we are looking for an experienced Project Engineer / Project Manager to join our Engineering Department in Burnaby, BC.
Added 2 mins ago
LC
Ingénieur senior (Gestionnaire, projet ingénierie)
Lactalis Canada
Granby, QC
- Full-time
The Project Manager is responsible for the planning, design, execution, and completion of projects within strict timelines, while ensuring budget compliance and delivering technically sound…
Added 2 mins ago
BG
Manufacturing Supervisor
BOLD Growth
Saskatoon, SK
- Full-time
Reporting to the Manufacturing Manager, you'll lead daily operations, support employee development, and ensure production runs safely, efficiently, and in accordance with quality standards.
Added 2 mins ago
CI
Proposal Specialist
Calian in Space & Technology
Ottawa, ON
- Full-time
Acts as back-up to the Director Proposals / Senior Proposal Manager in assigning proposal development responsibilities
Added 2 mins ago
R|
Tremplin Program Coordinator
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The Tremplin Consortium supports the career and professional development (CPD) and career preparedness of biomedical graduate trainees and postdoctoral fellows across affiliated research…
Added 2 mins ago
NP
General License Condominium Manager (OLCM)
Nova Property Management Experts
Ottawa, ON
- Full-time
Nova Property Management Experts is hiring a General Licensed Condominium Manager to lead a portfolio of condominium corporations in Ottawa, supported by a Limited Licensed Condominium…
Added 2 mins ago
TU
Student Financial Business Support Analyst
The University of British Columbia
Vancouver, BC
- $7,727.33 to $11,112 CAD / month
- Full-time
The position works with the Manager, Student Financial Support and the Associate Director - Student Financial Support, Director - Student Financial Support (SFS), Enrolment Services (ES)…
Added 2 mins ago
L
Raw Materials Assistant Coordinator
lululemon
Vancouver, BC
- Full-time
…consistency and that quality is maintained. Reporting to the RM Manager, the RM Assistant Coordinator will be supporting the team to monitor the development status’ and supporting the team…
Added 2 mins ago
UO
Manager, Equity, Diversity and Inclusion (EDI) in Research, Research Services
University of Calgary
Calgary, AB
- Full-time
…racialized persons, and members of LGBTQ2S+ communities. The Manager, EDI in Research will advance this initiative through development and implementation of support frameworks and guidance…
Added 2 mins ago
T
Account Manager, Sourcing
Tag
Montreal, QC · Greater Montreal Metropolitan Area
- $100,000 to $110,000 CAD / year
- Full-time
This role will be responsible for executing service delivery at Tag. The Account Manager,
Added 2 mins ago
UO
Assistant University Veterinarian, VP Research
University of Calgary
Calgary, AB
- Full-time
The Assistant University Veterinarian provides veterinary care, oversight, and leadership for animals used in research, teaching, and testing at the University of Calgary, with a strong…
Added 2 mins ago
GL
Supervisor, R&D Technical Operations
Gay Lea Foods
Hamilton, ON
- Full-time
Reports to: SR. Manager R&D Capabilities and Excellence
Added 2 mins ago
KG
Regional Manager
Kevito Group
Vancouver, BC
- Full-time
Support training initiatives and the ongoing development of store managers and leadership teams
Added 2 mins ago
O
Revenue Enablement Specialist, XDR
Owner.com
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…apply that experience to building training, onboarding, and development programs that actually move the needle. Formal enablement experience is a plus, but deep sales credibility is the…
Added 2 mins ago
C
Learning and Development Program Manager
CareerJoy
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
…Victoria and a robust global virtual delivery model, we offer leadership development, executive coaching, career transition, and team engagement…
Added 2 mins ago
DL
Apply HR Specialist
DynaIndustrial LP
Saskatoon, SK
- Full-time
…recruitment, employee relations, training, engagement, and workforce…
Added 2 mins ago
AC
Senior Programme Manager- Electrification
Accenture Construct
Toronto, ON
- Full-time
The Senior Programme Manager – Electrification is responsible for the overall leadership, planning and successful delivery of complex railway electrification programmes, including Overhead…
Added 2 mins ago
SI
Senior Manager, Corporate Administration/Gestionnaire principal, administration corporative
Sport Integrity Canada / Sport Intégrité Canada
Ottawa, ON
- Full-time
Reporting to the Director, Finance, Human Resources and Administration, the Senior Manager, Corporate Administration provides leadership in the implementation of corporate priorities and…
Added 2 mins ago
R|
Research Data Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…University Health Centre (RI-MUHC). The team specializes in the development of methods and tools supporting the documentation, harmonization and integration of data across epidemiological…

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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