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Added 5 mins ago
C
Electrical Project Engineer - Buildings
CIMA+
Vancouver, BC
- $92,800 to $127,600 CAD / year
- Full-time
…team of specialists dedicated to high-performance projects to support our clients and design teams across Canada. Join us and immerse yourself in a dynamic, innovative, and collaborative…
Added 5 mins ago
A
IT Business Analyst
AtkinsRéalis
Montreal, QC
- Full-time
…to understand requirements, analyze business processes, and support the design and implementation of technology solutions. You will assist in identifying opportunities for process…
Added 5 mins ago
Sr Mechanical Engineer
North American Rail Solutions
Calgary, AB
…with a culture based on teamwork and supporting each other's professional growth all while having…
Added 5 mins ago
Lab Technical Assistant (BCGEU), Casual
LifeLabs
Surrey, BC
…laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate…
Added 5 mins ago
Medical Lab Technologist (OPSEU LAB), Hematology
LifeLabs
Toronto, ON
…laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate…
Added 5 mins ago
Medical Lab Technician (OPSEU LAB), Microbiology
LifeLabs
Toronto, ON
…laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate…
Added 5 mins ago
Medical Lab Technologist (OPSEU LAB), Microbiology
LifeLabs
Toronto, ON
…laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate…
Added 5 mins ago
X-Ray Technologist (MRT or CLXT) (Symons Valley)
Canada Diagnostic Centres
Calgary, AB
Professional Licensing Support: Funding for CAMRT and ACMDTT, or CSCLXT and ACCLXT, memberships and insurance.
Added 5 mins ago
Civil Project Engineer, Municipal
ISL Engineering & Landservices
Victoria, BC
Mentor Engineers-in-Training (EITs) and technologists, review their work and support their path to professional registration.
Added 5 mins ago
Safety Manager
CAM Industrial Solutions LLC
Regina, SK
Lead and support incident investigations during high-intensity TA mobilizations, reviews, and corrective action planning.
Added 5 mins ago
UO
Assistant Professor or Associate Professor in Computer Engineering
University of British Columbia
Vancouver, BC · UBCV | Fred Kaiser Building (KAIS)
- Full-time
…recognized research program that attracts external research support and complements and extends the department's existing strengths; teach undergraduate and graduate courses in computer…
Added 5 mins ago
I
Executive Recruiter
Infoblox
Burnaby, BC
- Full-time
Develop targeted research and sourcing strategies across direct outreach, executive networks, referrals, professional associations, internal talent, and appropriate search partners
Added 5 mins ago
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Manager, IT Operations (Oracle & PostgreSQL Database Services)
TD
Mississauga, ON · Toronto, ON
- Full-time
…operational excellence of enterprise database services that support business-critical…
Added 5 mins ago
SL
Advanced Case Manager - Insurance Sales - Mandarin
Sun Life
BC · Toronto, ON · Waterloo, ON · ON · Ontario Telecommuters
- Full-time
Support Financial Advisors through proactive follow up on submitted business, supporting key events such as Professional Development Symposiums
Added 5 mins ago
TS
Store Associate St. Albert - For Future Opportunities
The Salvation Army Canada and Bermuda Territory
St. Albert, AB
- Full-time
…necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging…
Added 5 mins ago
TS
Residential Care Worker
The Salvation Army Canada and Bermuda Territory
Winnipeg, MB
- Full-time
…necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging…
Added 5 mins ago
CG
Senior Wealth Advisor
Canaccord Genuity Group Inc.
Vancouver, BC
- Full-time
We’re looking for a dedicated professional who is excited and eager to advance their career by dealing with some of Canada’s most successful investors and entrepreneurs as part of one of…
Added 5 mins ago
CO
Dental Telephone Concierge - North Side
City Orthodontics & Pediatric Dentistry
Edmonton, AB
- Full-time
…important that this person possesses a positive attitude with professional commitment and is friendly and out-going in a team-oriented…
Added 5 mins ago
B
Executive Assistant
BMO
Toronto, ON · BMOPLACE
- Full-time
Performs a variety of administrative and clerical tasks, financial and human resources administration and provides professional support to one or more Managers and their direct reports. The…
Added 5 mins ago
B
Mortgage Specialist
BMO
Toronto, ON
- Full-time
…reality. You will be provided with industry-leading training and support and will be able to build your existing referral network with our competitive referral programs to achieve your full…
Added 5 mins ago
AM
Civil Engineering Designer
Aplin Martin
Vancouver, BC
- Full-time
…supportive environment with a strong emphasis on mentorship and professional development that ensures a rewarding career within our…
Added 5 mins ago
IT Systems & Support Coordinator
Herschel Supply Co.
Vancouver, BC
Help keep Herschel’s global team connected and equipped to do their best work. As our IT Systems & Support Coordinator, you’ll be a primary technical point of contact for colleagues across…
Added 5 mins ago
PB
Operations Coordinator
Point Blank Creative
Vancouver, BC
- Full-time
We are looking for a proactive and motivated individual to support our team across Operations, Finance, and HR Administration. You’ll work with a high-performing, fun, and supportive team…
Added 20 mins ago
CO
Public Works - Water & Sewer Operations Manager
City of Yorkton
Yorkton, SK
- Full-time
The City is committed to employee development and offers a variety of training opportunities to support the attainment of professional certificates and certifications.
Added 20 mins ago
DA
Co-op, People & Culture (January 2027)
Davidson and Co
Vancouver, BC
- Full-time
As a People & Culture Co-op Student, you will be reporting to our Generalist, People & Culture to support day-to-day HR operations and talent initiatives across the employee lifecycle. This…

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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