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Added 9 mins ago
WP
World Junior Hockey - Entertainment Agent
Westerner Park
Red Deer, AB
- Temporary
Under the direction of the Tickets Alberta Manager, the Entertainment Agent is responsible for the following:
Added 9 mins ago
WP
World Junior Hockey - Cash Office Clerk
Westerner Park
Red Deer, AB
- Temporary
…duties as directed by the Cash Office Event Lead and Accounting…
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Counsellor
FIREFLY
Dryden, ON
- Full-time
…you will provide meaningful, evidence-informed mental health services while working as part of a collaborative and supportive interdisciplinary team dedicated to strengthening the…
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Counsellor
FIREFLY
Sioux Lookout, ON
- Full-time
…you will provide meaningful, evidence-informed mental health services while working as part of a collaborative and supportive interdisciplinary team dedicated to strengthening the…
Added 9 mins ago
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Relationship Manager Intern, Business Markets
RBC
Regina, SK
- Full-time
Good knowledge of a broad array of business and personal financial products and services
Added 9 mins ago
CS
Maintenance Manager - 6 Month Contract
Cogir Senior Living
Mississauga, ON · King Gardens
- Full-time
As our next Maintenance Manager you are a maintenance professional ready to engage in hands-on tasks when needed. As a working manager, you will guide the environmental services team in…
Added 9 mins ago
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Active Living Aide - Full Time
Cogir Senior Living
Mississauga, ON · King Gardens
- Full-time
Reporting to the Active Living Manager, the Active Living Aide assists in the planning, organization and implementation of meaningful programs for the residents.
Added 9 mins ago
JI
Assistant Store Manager - Sales and Services
J.D. Irving, Limited
NL · Corner Brook, NL
- Full-time
The Assistant Store Manager – Sales & Service is a key leadership role at KENT, focused on delivering an exceptional customer experience and driving overall store performance within a…
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UI
Client Relationship Manager
Util-Assist Inc.
Toronto, ON · Newmarket, ON
- Full-time
Util-Assist is a leading consulting and services partner to electric, water, and gas utilities across North America. We help utilities navigate digital transformation - empowering them with…
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Reliability Planning Analyst (RPA)
Amentum
Toronto, ON · Markham, ON
- Full-time
Maximizes resources by identifying parts, materials, special tools, external services, rentals and documentation by establishing, maintaining and improving the maintenance planning and…
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CT
Account Manager
Charter Telecom
Mississauga, ON
- Full-time
As an Account Manager, you are responsible for generating new sales in new accounts with the most complete solution sales offerings available in Canada. This is a hybrid position reporting…
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SI
Sales Associate
Staples Inc.
Brandon, MB
- Part-time
Engage with and sell to all our customers by offering tailored products and services using all tools and techniques available in our selling model to anticipate and meet future customer…
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Technical Operations Manager
Sokin
Toronto, ON
- $100,000 to $130,000 USD / year
- Full-time
We are seeking a hands-on Technical Operations Manager to own and mature core TechOps capabilities across security, endpoint management, identity, networking, operational resilience and…
Added 9 mins ago
UO
Faculty Operations Manager
University of British Columbia
Vancouver, BC · UBCV | HR MacMillan Building (MCML)
- $7,727.33 to $11,112 CAD / month
- Full-time
…with Building Operations, Campus & Community Planning, Project Services, Safety & Risk Services, Campus Security and external vendors/service providers. This position supervises 3 non-union…
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Marketing Manager, Growth
Global Traffic Group
St. Albert, AB
As the Marketing Manager, Growth, you will lead marketing for GTG’s expansion into new markets, beginning with priority states in the United States. Reporting to the COO, you’ll work…
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RAIT First Responder
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Chatham-Kent, ON · Chatham, Ontario
- Full-time
Reporting to the Manager of Client Services, the incumbent will be responsible for the following functions:
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Personal Banking Associate
TD
Niagara Falls, ON
- Full-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
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Customer Experience Associate
TD
Brampton, ON
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
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Account Manager, Small Business
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Victoria, BC
- Full-time
…success? If so, then get on board for the position of Account Manager, Small Business. In this role, you will deliver a legendary customer experience, drive profitable business growth, and…
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Information Security Specialist - Risk Management Transformation
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Toronto, ON
- Full-time
…support Global Security & Defense (GSD) and Global Technology Services (GTS)…
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Customer Experience Associate - Mtl, Champlain
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Montreal, QC
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Customer Experience Associate - Cantonese and/or Mandarin Language an Asset
TD
Vancouver, BC
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Field & Infusion Nurse (LPN) - Innomar Regina Clinic & Homecare
Cencora
Regina, SK · CAN > SK > Regina > Badham
- Part-time
This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.
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M
Emergency Medical Responder
Medavie
Calgary, AB · AB Calgary
- Full-time
Medavie Health Services West (MHSW) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EMS Services in Central Alberta, an integrated,…
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M
Emergency Medical Responder
Medavie
Calgary, AB · AB Calgary
- Full-time
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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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