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Added 11 mins ago
I
Senior Manager, Information Security & IT
illumin
Toronto, ON
- Full-time
…connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. By seamlessly combining media planning and buying in an intuitive interface, marketers can…
Added 13 mins ago
MANAGER, FINANCE ENABLEMENT, TECHNOLOGY & TRANSFORMATION (HYBRID)
Green Shield Canada
Toronto, ON · Windsor, ON
We are seeking a strategic, technically curious, and execution-oriented Manager, Finance Enablement, Technology & Transformation to modernize how Finance works. This individual contributor…
Added 27 mins ago
Manager, Loyalty & Partnership Infrastructure
Scotiabank
Toronto, ON
Technical project delivery and continuous improvement
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Manager, AML Data Governance & Controls - Global AML
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Toronto, ON
The Manager contribute to the overall success of the AML Data team globally by supporting the execution, documentation, and sustainment of data governance, data quality, data lineage,…
Added 43 mins ago
Lead, Technical Services
MongoDB
Toronto, ON
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…
Added 43 mins ago
Senior Manager, Deal Technology: M&A IT (Calgary)
EY
AB · Calgary, AB
As a Senior Manager, you will not only confidently navigate complex business environments leading and inspiring your team towards strategic outcomes, but also proactively drive business…
Added 43 mins ago
G
Principal AI Solutions Architect, Customer Success
Genesys
AB · Toronto, ON · ON · Quebec, QC
- Full-time
…experiences. As a Principal AI Solutions Architect, you will own the technical architecture and end-to-end delivery of sophisticated customer solutions spanning conversational AI,…
Added 43 mins ago
Product Operations Manager
Brex
Vancouver, BC
This is a role for someone who combines product manager, data, and operations skills and behaviors. You'll inherit a team that has already automated a large share of its own workflow, with…
Added 1 hour ago
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Senior Implementation Consultant
Nakisa
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- Full-time
…solutions. You will be the senior advisor clients rely on through delivery. You will help Sales scope service engagements, so projects start on solid ground, and you will mentor other…
Added 1 hour ago
K
Staff Technical Program Manager
Kaseya
Vancouver, BC
- Full-time
We are seeking an experienced Staff Technical Program Manager to lead large-scale, cross-functional programs across Kaseya's Data and AI Platform organization.
Added 1 hour ago
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Manager, Special Operations
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Toronto, ON
- Full-time
We are seeking a highly skilled and versatile Manager (Ops Tech), Special Operations, to join Factor (factormeals.ca), a healthy, ready-to-heat meal delivery service under HelloFresh. This…
Added 1 hour ago
VC
Business Analyst
Valsoft Corporation
Remote, Canada
- $80,000 to $90,000 CAD / year
- Remote
…requirements, and support implementations from discovery through…
Added 1 hour ago
PC
Human Capital Operational Excellence Manager (Contract)
Pwc Canada
Toronto, ON
- Full-time
The Human Capital (HC) Operational Excellence Manager will be responsible for leading the HC Operational Excellence team. This role will focus on xLoS process execution and continuous…
Added 2 hours ago
FG
IT Project Coordinator
Flynn Group of Companies
Mississauga, ON
- $65,000 to $80,000 CAD / year
- Full-time
…by coordinating, planning, communicating and executing the delivery of core IT projects. These projects will typically be implementation of new software, upgrade of existing software,…
Added 2 hours ago
Health Records Clerk - Health Information
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Toronto, ON
Two exciting Regular Part-Time opportunities as a Health Records Clerk exists in the Health Information Department reporting to the Manager.
Added 2 hours ago
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Senior Mobile Developer
Flynn Group of Companies
Mississauga, ON
- Full-time
…Developer to work from our Mississauga location reporting to Manager, Custom…
Added 2 hours ago
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Principal Software Engineer- RMJ (AI Accelerated)
Redwood Software
ON
- $150,000 to $170,000 CAD / year
You will proactively identify critical technical challenges related to quality, scalability, observability, and performance. By spotting early risks in architecture or implementation, you…
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Director, Engineering
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Toronto, ON
Experience in a leadership role with application development, technical architecture, data, and delivery focus
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Staff Technical Program Manager
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Vancouver, BC
We are seeking an experienced Staff Technical Program Manager to lead large-scale, cross-functional programs across Kaseya's Data and AI Platform organization.
Added 2 hours ago
D
Regional Quality Manager
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Brampton, ON
- Full-time
The Regional Quality Manager is responsible for supporting quality within their region and integrating the best national practices and policies.
Added 2 hours ago
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Senior Mobile Developer
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Mississauga, ON
- $120,000 to $135,000 CAD / year
- Full-time
…Developer to work from our Mississauga location reporting to Manager, Custom…
Added 2 hours ago
FG
QA Automation Tester
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Mississauga, ON
- $72,000 to $82,000 CAD / year
- Full-time
…Automation Tester to work from our Mississauga location reporting to Manager, Custom…
Added 3 hours ago
P
Human Capital Operational Excellence Manager (Contract)
PwC
Calgary, AB · Vancouver, BC · Toronto, ON
- Full-time
The Human Capital (HC) Operational Excellence Manager will be responsible for leading the HC Operational Excellence team. This role will focus on xLoS process execution and continuous…
Added 3 hours ago
Technology Project Manager
R W Tomlinson
Ottawa, ON
The Technology Project Manager is responsible for the planning and delivery of technology projects across the Tomlinson Group of Companies. Reporting to the Senior Technology Project…
Added 3 hours ago
W
Senior Data Migration Specialist
WELLSTAR
Remote, Canada
- Full-time
- Remote
Reporting to the Director of Implementations, we are hiring a Senior Data Migration Specialist to join our Implementations team. As our new Senior Data Migration Specialist, you will be the…

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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