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Added 5 mins ago
E
Revenue Operations Manager, Sales Ops
EvenUp
Canada
- Full-time
Partner with Sales leadership to create more consistent onboarding, training, workflows, and ramp experiences that help new hires become productive quickly.
Added 5 mins ago
ZC
Automation Engineer
Zurich Canada
Toronto, ON
- Full-time
Reporting to the IT Manager, you will contribute to the development and automation of Guidewire InsuranceSuite applications while building your expertise in Guidewire technologies,…
Added 5 mins ago
ZC
Claims Fraud and Investigations Manager
Zurich Canada
Waterloo, ON
- Full-time
Zurich Canada is currently looking for a Claims Fraud and Investigations Manager for our Waterloo officee to lead and develop a team responsible for the prevention, detection, and…
Added 5 mins ago
L
Peer Education (P2P) Coordinator
LetsStopAIDS
Toronto, ON
- $50,000 CAD / year
- Full-time
…to lead our P2P program. Under the guidance of the National Manager, the P2P Coordinator will work closely with staff and volunteers to plan, organize, and execute our year-round workshop…
Added 5 mins ago
C
Virtual Infrastructure Specialist
CGI
Mississauga, ON
- Full-time
This role can be in Toronto, Montreal or Saguenay ( Hybrid)
Added 5 mins ago
ZC
Claims Investigator, Investigative Services
Zurich Canada
Waterloo, ON
- Full-time
Reporting to the Claims Fraud and Investigations Manager, you will conduct investigations of suspected insurance fraud and complex claims matters while delivering high-quality investigative…
Added 5 mins ago
ZC
Senior Claims Investigator, Personal Lines Claims, Investigative Services
Zurich Canada
Waterloo, ON
- Full-time
Reporting to the Claims Fraud and Investigations Manager, you will direct, lead and conduct investigations of suspect fraud, high exposure, and complex investigations within Personal Lines…
Added 5 mins ago
CO
Facilities Specialist
Christie Ossington Neighbourhood Centre
Toronto, ON
- Full-time
…housing, food security, and community-based programs across…
Added 5 mins ago
E
Revenue Operations Manager, Sales Ops
EvenUp
Toronto, ON
- $144,024 to $194,633 USD / year
- Full-time
Partner with Sales leadership to create more consistent onboarding, training, workflows, and ramp experiences that help new hires become productive quickly.
Added 5 mins ago
BC
Client Service Associate - Real Estate Insurance
BFL CANADA
Toronto, ON
- Full-time
We support our employees to shape their career by encouraging continuing education and investing in training and development.
Added 7 mins ago
FT
Team Lead, Enrollment Services - Appendix D/Temporary Assignment
Fanshawe Toronto@ILAC
London, ON
- Full-time
Reporting to the Manager, Registration, Records & Apprenticeship. The Incumbent co-ordinates the tasks associated with the enrollment registration of full and part-time post secondary and…
Added 7 mins ago
JS-U26-54 Youth Worker
Springboard
Toronto, ON
…daily educational needs of the youth, in partnership with the Toronto District School…
Added 7 mins ago
CT
Service Manager
Convergint Technologies Ltd
Mississauga, ON
- $130,000 to $135,000 CAD / year
Convergint is currently recruiting for a Service Manager to join our growing team in our Toronto location. As the Service Manager, you will be responsible for the Overall management and…
Added 7 mins ago
Technical Specialist
University of Toronto
Toronto, ON
…research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of…
Added 7 mins ago
Assistant Manager, Open Recreation
University of Toronto
Toronto, ON
The University of Toronto’s Faculty of Kinesiology and Physical Education is globally recognized for developing and advancing knowledge about the interactions of physical activity and…
Added 22 mins ago
A
Manager, Reliability Engineering
Apotex
Toronto, ON · North York, ON
- $109,933.56 to $153,906.98 CAD / year
…pharmaceuticals and consumer health products. Headquartered in Toronto, with regional offices globally, including in the United States, Mexico and India, we are the largest Canadian-based…
Added 22 mins ago
MH
Implementations Manager
MedMe Health
Toronto, ON
- $105,000 to $145,000 CAD / year
- Full-time
…organizations in North America. We’re hiring a Implementation Manager to lead these enterprise rollouts and establish how we deliver them as we…
Added 22 mins ago
BC
Client Service Associate - Real Estate Insurance
BFL CANADA
Toronto, ON
- Full-time
We support our employees to shape their career by encouraging continuing education and investing in training and development.
Added 22 mins ago
B
Quality Assurance (QA) Analyst
BMO
Toronto, ON · BMOPLACE
- Full-time
…milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and…
Added 22 mins ago
Real Time Analyst
Teleperformance
Toronto, ON · TPCA Toronto
Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% On-site
Added 36 mins ago
DC
Supervisor, Budget and Financial Services
Durham Catholic District School Board
Oshawa, ON
- Full-time
The Durham Catholic District School Board is located just east of Toronto and is renowned for providing comprehensive Catholic education to over 25,000 students in 38 elementary schools, 7…
Added 36 mins ago
TG
Senior Information Analyst, Investigative Services (12 Months Contract)
TMX Group
Toronto, ON
- $30 to $35 CAD / hour
- Full-time
The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United…
Added 36 mins ago
MM
Manager, Export Trade
MSC Mediterranean Shipping Company
Montreal, QC
- Full-time
The Line Manager - Exports is responsible for the commercial performance, profitability, and strategic growth of assigned export trade(s) from Canada. This role owns the development and…
Added 36 mins ago
MM
Manager, Export Trade
MSC Mediterranean Shipping Company
Mississauga, ON
- $75,000 to $84,000 CAD / year
- Full-time
The Line Manager - Exports is responsible for the commercial performance, profitability, and strategic growth of assigned export trade(s) from Canada. This role owns the development and…
Added 37 mins ago
T
Delivery Lead, U.S. Treasury Clearing
TD
Toronto, ON
- Full-time
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to…

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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