- Company: MongoDB
- Location: Toronto, ON
- Job type: Full-time
- Salary: CAD 137,000 – 189,000
About the role
MongoDB is seeking a Lead, Technical Services to join their Support organization in Toronto. This is a hybrid role where you will act as a hands-on technical player-coach. You will lead a small, distributed team while spending approximately 50% of your time directly supporting customers with complex issues and escalations. The role focuses on maintaining mission-critical deployments, resolving high-pressure incidents, and acting as a trusted advisor to large customers.
Responsibilities
- Lead and mentor a small team of technical support engineers.
- Handle high-severity customer escalations and coordinate with Engineering, Product, and other stakeholders.
- Monitor queue health, case aging, and staffing coverage to ensure service quality.
- Convert recurring support issues into product feedback, process improvements, and training materials.
- Create and maintain Standard Operating Procedures (SOPs), knowledge articles, and retrospectives.
- Represent Technical Services in cross-functional and cross-region programs.
Requirements
- Experience supporting customers through cases, chats, calls, and high-severity escalations.
- Strong troubleshooting experience with MongoDB Atlas or comparable cloud database platforms, including Linux, networking, and security.
- Experience leading or mentoring a small team of technical support engineers.
- A disciplined diagnostic process covering investigation, communication, and root-cause analysis.
- Strong communication and collaboration skills across Engineering, Product, and global Technical Services.
- Experience with AI tools to accelerate technical diagnostics is preferred.
Pay and benefits
- Base salary: CAD 137,000 – 189,000.
- Equity and 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.
How to apply
Apply directly on MongoDB’s own careers website. Omadaily never charges job seekers.
