MongoDB
Lead, Technical Services
Toronto +1 · Full-time · Posted Oct 8, 2026
- Location
- Toronto
New York, NY, United States
About the job
Leads day-to-day technical and operational support for a distributed cloud support team while remaining hands-on with complex customer issues and escalations.
What you'll do
- Mentor the team and spend approximately 50% of the role supporting customer issues, complex cases, escalations, and technical investigations.
- Monitor service quality, queue health, staffing coverage, workload allocation, and diagnostic quality.
- Coordinate customer incidents and cross-functional escalations, and improve support practices through feedback, training, documentation, and process improvements.
What they ask for
- Experience supporting customers through cases, chats, calls, and high-severity escalations.
- Experience leading or mentoring a small team of technical support engineers.
- Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance.
- Disciplined diagnostic process, including investigation, customer communication, escalation judgment, and root-cause analysis.
Nice to have
- Experience with high-severity incidents and follow-the-sun procedures; AI tools for technical diagnostics.
- Experience with Cloud Manager, Compass, large-scale databases, support workflows, incident reviews, training, DevOps, infrastructure-as-code, observability, automation, or scripting.
Pay
$137,000 — $189,000 CAD (base salary)
Tools
MongoDB Atlas, Cloud Manager, Compass, Linux, FIN(Intercom), AWS, Google Cloud, Microsoft Azure
AI focus
Preferred: use AI tools to broaden, improve, and accelerate technical diagnostic processes. The posting also states that AI is used to review applications based on job-related criteria.
Model-written summary · the original posting is authoritative