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Added 9 mins ago
BR
Site Services Superintendent
Braya Renewable Fuels
Come by Chance, NL
- Full-time
Join our highly skilled team and become leaders in a world-class production facility.
Added 9 mins ago
OH
Lead, Clinical Programs and Enterprise Planning
Ontario Health
Toronto, ON
- Full-time
At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a…
Added 9 mins ago
OH
Manager, Transplant Services
Ontario Health
Toronto, ON
- Full-time
At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a…
Added 9 mins ago
T
Senior Manager, Operational Resiliency Advisor
TD
Toronto, ON
- Full-time
Resilience Management is an enterprise-level team within the Protect Platform, Global Technology and Solutions (GTS) pillar for the TD Bank Group, providing first line of defense and…
Added 9 mins ago
WM
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- Full-time
Join an established organization that offers consistent work, long-term opportunities and the support of a North American industry leader.
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Fire Protection Engineer
Smith + Andersen
Toronto, ON
The Toronto office of Smith and Andersen is currently seeking a Fire Protection Engineer to join our Mechanical team. You’re all about prioritization. While everyone else is focused on…
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B
Senior Manager Risk Strategy
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Toronto, ON · BMOPLACE
- Full-time
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Added 9 mins ago
B
Material Services Worker
BGIS
Abbotsford, BC
- Full-time
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that…
Added 9 mins ago
B
General Repair Technician
BGIS
Ottawa, ON
- Full-time
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that…
Added 23 mins ago
RM
Data Center Technician - Canada - Winkler - On-site
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Added 23 mins ago
LS
Construction Miner (Dayshift only)
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- Full-time
Excellent opportunity to continue your career with an established industry leader
Added 23 mins ago
O
Line Leader
O-I
Brampton, ON
- Full-time
As a Line Leader you will be responsible for managing the total operation of the line (defined as total production line) in a 24/7 manufacturing operation through the continuous shift…
Added 23 mins ago
N
Sr. Principal Software Engineer
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Ottawa, ON · Kanata, ON
- Full-time
Collaborate with a team of engineers to build and operate the platform, sharing knowledge and best practices.
Added 23 mins ago
G
Account Specialist
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Burnaby, BC
- Full-time
…making a measurable impact, and are keen to join an industry leader - we would love to hear from…
Added 25 mins ago
JC
Facility Maintenance Electrician
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Toronto, ON
- Full-time
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Added 25 mins ago
CT
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Mississauga, ON
- $130,000 to $135,000 CAD / year
Assists the sales team in support of their goal achievement. Coaches, councils and trains the sales force to improve individual service selling skills. Overall responsibility for customer…
Added 25 mins ago
AS
Account Executive, SMB
Absolute Software
Vancouver, BC
- Full-time
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get…
Added 25 mins ago
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Team Leader - Site Investigation and Remediation
Stantec
Dartmouth, NS
- Full-time
Team Leaders at Stantec are purpose‑driven leaders and future builders of our business. As a front‑line people leader, you’ll play a critical role in shaping the next generation of talent -…
Added 25 mins ago
W
(CAN) Leader de nuit
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- Full-time
…environment. In this role, you lead and support the overnight team by living Walmart’s values and ensuring shelves are stocked, displays are set, and the store is well‑presented for…
Added 25 mins ago
Consultant, Talent Acquisition
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Be at the centre of Bell’s transformation and growth on the Corporate Services team. Enabling our industry-leading businesses requires many teams working collaboratively, such as Corporate…
Added 40 mins ago
WF
Mill Labourer
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Barwick, ON
- Full-time
Cleaning up excess strands and debris from process and other clean up duties as directed by the shift team leader.
Added 40 mins ago
OT
Lead Software Developer
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Richmond Hill, ON
- Other
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will…
Added 40 mins ago
IF
Technology Designer, Networking
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
Help evolve the team toward an approach centered on end-to-end automation, security by design, and close collaboration with development teams.
Added 40 mins ago
HG
DC Associate Driver - Outbound 1st & 2nd shift Flexibility (Tier 1)
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As a DC Associate order picker Driver, you will support the team in delivering efficient and smooth service with excellent garment care to our customers, following our best practice and…

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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