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Added 4 mins ago
WI
Instrumentation and Control Designer
WSP in Canada
Toronto, ON · Etobicoke, ON
- Full-time
Reporting to the Senior Manager of Electrical Engineering, you will join a dynamic and growing Resources team within the Mining and Metals Subsector where you will be responsible to plan,…
Added 4 mins ago
LA
Lead Solution Architect
Legislative Assembly of Ontario / Assemblée législative de l’Ontario
Toronto, ON
- Full-time
Are you ready to embark on an extraordinary journey to shape the future of Ontario's Legislative Assembly, with innovation and excellence in parliamentary operations? At the Office of the…
Added 4 mins ago
ED
Scrum Master, Level 17 - EN 596
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $84,698 to $112,931 CAD / year
- Full-time
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help…
Added 6 mins ago
ED
Scrum Master, Level 17 - EN 596
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help…
Added 6 mins ago
Retail Hiring Event October 17, Chinook Centre
Bell
Calgary, AB
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
Added 6 mins ago
Program Controls Manager, Data Center Construction
Bell
Regina, SK
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
Added 20 mins ago
B
Manager, Enterprise
BrainStation
Toronto, ON
- Full-time
As a Manager, Enterprise, you will lead engagements with global organizations as they transform for the AI era. Our clients are leaders in their industries, operating across markets…
Added 21 mins ago
ZT
Senior Manager, Technical Software Program Manager
Zebra Technologies
Mississauga, ON · CAN - Mississauga, Canada
- Full-time
Work closely with Portfolio Management to ensure strategic goals align and are represented in the innovation feature roadmap. Lead development of business plans, strategies and approaches…
Added 21 mins ago
Senior Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV)
Amazon
Toronto, ON
AWS Canada is looking for a Customer Success Manager (CSM) to join our Independent Software Vendor (ISV) team, a role at the intersection of technology strategy, business transformation,…
Added 21 mins ago
UH
Advanced Practice Nurse Educator, Cardiovascular Investigations Unit (Cath Lab)
University Health Network
Toronto, ON
- Full-time
UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western…
Added 35 mins ago
C/
Manager, IT Service Management/Gestionnaire, Gestion des services de TI
CATSA / ACSTA
Ottawa, ON
- $105,978 to $132,472 CAD / year
- Full-time
We champion innovation and creativity and offer a welcoming and inclusive workplace where employees can be their true selves and take pride in being part of a mission that matters.
Added 35 mins ago
A
Embedded Software Manager
Actalent
Burnaby, BC
- $131,115 to $187,310 CAD / year
- Full-time
We're looking for an experienced Embedded Software Engineering Manager to lead a team developing software for advanced medical devices. This is primarily a people leadership role with…
Added 35 mins ago
TG
Senior Information Analyst, Investigative Services (12 Months Contract)
TMX Group
Toronto, ON
- $30 to $35 CAD / hour
- Full-time
Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while…
Added 35 mins ago
P
Product Manager
ProxyLink
Toronto, ON
- $100 to $105 CAD / hour
- Contract
ProxyLink is hiring an experienced Product Manager to lead the strategy, development, delivery, and continuous improvement of enterprise-scale digital products. The successful candidate…
Added 35 mins ago
Project Manager
Odlum Brown
Vancouver, BC
Reporting to the Manager, Business Solutions, the Project Manager will be responsible for leading and executing high-impact projects that drive growth and provide value to our internal and…
Added 35 mins ago
T
Delivery Lead, U.S. Treasury Clearing
TD
Toronto, ON
- Full-time
…skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety…
Added 35 mins ago
T
Software Engineer I - Front End
TD
Toronto, ON
- Full-time
Develop new features and perform unit / component test for new application development initiatives aligned to business needs and in accordance with technology architecture standards
Added 50 mins ago
C
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 50 mins ago
B
Managing Director, Head of Financial Engineering
BMO
Toronto, ON · FCP
- Full-time
The incumbent will lead a team of quantitative, analytics and engineering professionals while acting as a senior advisor to business leaders on data, analytics, investment technology and…
Added 50 mins ago
B
Strategic Sourcing Manager
BMO
Toronto, ON · YNG
- Full-time
The Sourcing Manager, External Labor supports end-to-end sourcing for BMO's External Labor portfolio, including professional services, advisory services, technology services, staff…
Added 1 hour ago
Talent Acquisition Specialist
UFA Co-operative Ltd.
Calgary, AB
Reporting to the Manager, Talent Acquisition, the Talent Acquisition Specialist is a people-loving, puzzle-solving, opportunity-spotting professional who helps us identify, attract, and…
Added 1 hour ago
R
Senior On-Site Service Specialist, Hospitality
Ricoh
Montreal, QC
- Full-time
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We…
Added 1 hour ago
UH
Client Care Attendant - Long-term Ventilation/Enhanced Living Services & Transitional Home Vent Services
University Health Network
Toronto, ON
- Part-time
UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western…
Added 1 hour ago
B
Software Development Manager
Benevity
Remote, Canada
- Full-time
- Remote
…change is part of our DNA. We're looking for a talented Software Development Manager to lead multiple engineering teams in a fast-paced, collaborative, diverse and inclusive environment.…
Added 1 hour ago
B
Software Development Manager
Benevity
Remote, Canada
- $137,800 to $179,080 CAD / year
- Full-time
- Remote
…change is part of our DNA. We're looking for a talented Software Development Manager to lead multiple engineering teams in a fast-paced, collaborative, diverse and inclusive environment.…

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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