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Added 13 mins ago
GD
Software Engineers, Canadian Air
General Dynamics Missions System International
Dartmouth, NS
- Full-time
At General Dynamics Mission Systems–Canada, we’re not just engineering technology - we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical…
Added 13 mins ago
GD
Manager, Infrastructure and Cloud Services
General Dynamics Missions System International
Ottawa, ON
- $120,000 to $160,000 CAD / year
- Full-time
At General Dynamics Mission Systems–Canada, we’re not just engineering technology - we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical…
Added 27 mins ago
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repairer mechanic
Zenith Canada Equipment Handling
Mississauga, ON
- Full-time
Added 27 mins ago
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Instrument Mech (Plt Repair)
Teck Resources Limited
Trail, BC
- Full-time
Added 27 mins ago
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System Analyst II
Bosch Building Technologies North America
Ottawa, ON
- Full-time
Work directly with other Systems Analysts, Project Managers, Sales, and Engineering resources to help design IT infrastructure supporting Physical Security and Audio Video solutions
Added 27 mins ago
NV
Cybersecurity, Senior Technical Lead (ID#5560)
New Value Solutions
Vancouver, BC · Greater Vancouver, BC
- Contract
10+ years in IT security, including 4+ years as a lead, principal, or senior technical design authority directing several engineering teams at once.
Added 27 mins ago
FT
Senior Network Engineer
Franklin Templeton
Toronto, ON
- Full-time
You will implement security controls, changes, and service improvements in compliance with standards.
Added 27 mins ago
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Project Manager
Defence Construction Canada
Toronto, ON
- Full-time
Minimum: college diploma in engineering, architecture or related field with four years’ relevant experience, or the equivalent
Added 28 mins ago
Staff Software Engineer, Backend Platform
Robinhood
Toronto, ON
You partner with engineering teams such as infrastructure, security, and product engineering to plan and execute platform improvements
Added 43 mins ago
M
Cloud Solution Architect
Microsoft
Toronto, ON
- Full-time
…Customer to share insights and best practices, connect with Global Security teams at Microsoft, Engineering and Product teams to remove blockers and influence the solution…
Added 43 mins ago
M
Principal Product Manager
Microsoft
Vancouver, BC · Goodwood, ON
- Full-time
Microsoft's Azure Data engineering team is leading the transformation of analytics in the era of AI through products including Microsoft Fabric, Azure SQL Database, Azure Cosmos DB, Azure…
Added 43 mins ago
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Baseband software Developer
Ericsson
Ottawa, ON
- Full-time
Added 43 mins ago
EC
Spécialiste infrastructure / Infrastructure Specialist
Eaton Corporation
Brossard, QC
- Full-time
Added 43 mins ago
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Analyste, propositions et soumissions / Proposal-Quotations Analyst
Eaton Corporation
Laval, QC
- Full-time
Added 43 mins ago
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Senior Specialist Geotechnical Engineer
Vale
Canada
- Full-time
Join our diverse team of 13,000 talented individuals committed to providing mineral security to a world in transition. We invite you to put your skills to work, driving meaningful and…
Added 57 mins ago
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Senior Electrician
KWE INC.
Cambridge, ON
- Full-time
Strong foundation in electricity principles and electrical engineering concepts relevant to industrial, commercial, and institutional environments.
Added 57 mins ago
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308A Sheetmetal Worker for Industrial HVAC
DAEL Thermal Group Inc.
Vaughan, ON
- Full-time
Added 57 mins ago
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Electrician - Maintenance Technician
Magna International
St. Thomas, ON
- $47.66 CAD / hour
- Full-time
Cosma provides a comprehensive range of body, chassis and engineering solutions to global customers. Through our robust product engineering, outstanding tooling capabilities and diverse…
Added 57 mins ago
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Architecte en information commerciale / Business Information Architect
Genetec
Montreal, QC
- Full-time
Added 57 mins ago
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Student Intern, IT Application Associate
Celestica International LP
Toronto, ON
- $23 to $30 CAD / hour
With deep expertise in design, engineering, manufacturing, supply chain management and platform solutions, Celestica enables critical data center infrastructure for AI, cloud, and hybrid…
Added 1 hour ago
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Senior Software Engineer, NeMo Helix Core Platform
NVIDIA
Toronto, ON
- Full-time
…architectures for our customers. This is important product engineering research for making agents more sustainable. AI systems are not yet nearly as efficient as they can be, and systems…
Added 1 hour ago
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Supervisor, Mine Operations
Elk Valley Resources
Sparwood, BC
- $123,000 to $152,000 CAD / year
- Full-time
Added 1 hour ago
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Supervisor, Mine Operations
Elk Valley Resources
Elkford, BC
- Full-time
Added 1 hour ago
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Data Solutions Designer
CoreFactor
Toronto, ON
- Full-time
Partner with data engineering, analytics, and AI teams to evaluate and enhance solution designs.
Added 1 hour ago
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Member of Technical Staff 2 - AI
Nutanix
Vancouver, BC
- $103,000 to $155,000 CAD / year
- Full-time
…It also makes overcoming the complexity, inefficiency, and security challenges of generative AI and AI/ML applications easy. Nutanix simplifies your learning curve on AI-ready…

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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