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Junior Project Manager Intern
Ciena
Ottawa, ON
- Full-time
As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by…
Added 3 mins ago
C&
Regional Quality Head – International West
Church & Dwight Co., Inc.
Mississauga, ON
- Full-time
Church & Dwight is seeking an experienced and strategic quality leader to join our Global Quality team as the Regional Quality Head – International West. Reporting to the Director, Business…
Added 3 mins ago
CI
Seasonal Associate
Carters Inc.
Waterloo, ON
- Part-time
…most-purchased children’s clothing brand.* We’ve become an industry leader by providing quality - from the first Original Bodysuit® to the lasting careers we offer our team. We’ve kept our…
Added 3 mins ago
BG
Repair Planner - Collision (North York)
Boyd Group Services
Thornhill, ON · Toronto, ON
- Full-time
Benefits That Drive Your Success Assured Automotive offers comprehensive benefits as an industry leader, including:
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Managing Director, Head of Financial Engineering
BMO
Toronto, ON · FCP
- Full-time
This leader will partner with investment, risk, client, operations and technology stakeholders to identify, prioritize, design and deliver advanced analytical tools, data solutions and…
Added 3 mins ago
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Loss Prevention Manager - Head Office (Yorkdale Mall)
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Toronto, ON · North York, Ontario
- Full-time
We are looking for a Loss Prevention Manager who will be responsible for Loss Prevention operations across Canada and play a key role in supporting all Fox Group banners operating in the…
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Integration and Test Developer
Syntronic
ON
- Temporary
Syntronic is a global leader in design and development, specializing in electronics, electro-mechanics, and software. We’re not just a company; we’re a community of innovators. Our teams…
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Executive Assistant
Teneo
Toronto, ON
We are seeking a senior Executive Assistant to provide high-level administrative and strategic support to an executive leader, who runs a large international portfolio. With a proactive…
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BI
Welder, Apprentice
Badger Infrastructure Solutions Ltd
Red Deer, AB
- Full-time
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Student Awards Team Lead - Appendix D/Temporary Assignment
Fanshawe Toronto@ILAC
London, ON
- Full-time
…performed in an alternate location, without adverse impact to the operations of the College, inclusive of our Student and Staff experience. Confirmation of hybrid work options available to…
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FT
Systems Coordinator – Degree Audit - Appendix D/Temporary Assignment
Fanshawe Toronto@ILAC
London, ON
- Full-time
…performed in an alternate location, without adverse impact to the operations of the College, inclusive of our Student and Staff experience. Confirmation of hybrid work options available to…
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HS&E Advisor
Ledcor
Calgary, AB · Edmonton, AB · Saskatoon, SK
- Full-time
…Practice documents based on existing materials as well as support operations personnel to meet Ledcor “Leading Indicator” requirements. You are a problem solver, a strong communicator and…
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Retail Operations Supervisor
Staples Canada
Thornhill, ON
- Full-time
As a Retail Operations Supervisor, you will play a pivotal role in driving sales and operational excellence. You will lead by example, providing engaging customer service that consistently…
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Cook - Perm Unscheduled Part Time
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Brampton, ON
- Part-time
In the absence of the team leader, assumes responsibility for departmental operations including menu changes as necessary, requisitions and purchases food and other supplies from authorized…
Added 18 mins ago
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Vice President & Managing Director, Canada Sales
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Mississauga, ON
- Full-time
…The Managing Director, Canada, will serve as a key thought leader and closely partner with HP sales leaders in the North America region. They will execute an omni-channel, multi-motion…
Added 18 mins ago
WM
310T Mechanic (Afternoon shift)
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Ottawa, ON · CARP, ON
- Full-time
…we know skilled trades professionals are the backbone of our…
Added 18 mins ago
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Travailleur d'entrepôt / Warehouse Worker
CTS Foods Brokers Inc
Montreal, QC · Lachine, Quebec
- Full-time
Les entreprises alimentaires CTS Inc. est un leader dans l'importation et la distribution de produits alimentaires, s'approvisionnant et livrant une gamme variée de produits alimentaires de…
Added 18 mins ago
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ACA, Aircraft Maintenance Engineer, YYC
Skyservice Business Aviation
Calgary, AB
- Full-time
Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft…
Added 18 mins ago
SC
Janitorial Supervisor (70302847)
Sodexo Canada Ltd
Bolton, ON
- $21 CAD / hour
- Full-time
At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55…
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District Manager
Structube
Waterloo, ON
- Full-time
Reporting to the Vice President, Sales and Operations, the District Manager is responsible for the overall performance of a district, including sales, profitability, customer experience and…
Added 18 mins ago
HG
DC Team Leader- FT Inbound (3rd Shift)
H&M Group
Ajax, ON
- Full-time
DC Team Leader Leads a high-performing DC team to ensure daily operational excellence, focusing on team development, compliance, and continuous improvement to support customer satisfaction…
Added 33 mins ago
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Baker/Breakfast Cook - Northern Manitoba Remote Camp Operations
Dexterra
Winnipeg, MB
- Full-time
Added 33 mins ago
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Route Service Representative - UniFirst Canada
UniFirst
Regina, SK
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Support Daily Operations: Assist our service team by loading and unloading route trucks, ensuring each day begins with accuracy and efficiency.
Added 33 mins ago
Application Technical Architect
Capgemini
Vancouver, BC
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies…
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Maintenance Technician II - UniFirst Canada
UniFirst
Montreal, QC
- Full-time
Effectuer diverses opérations de soudage, y compris MIG, TIG, ARC, la coupe et le brasage.

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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