5+ years of experience in technical support or customer service roles, preferably in cloud technologies
Proven leadership or mentoring experience with technical support teams
Strong troubleshooting skills with MongoDB Atlas or similar cloud database platforms
Experience managing high-severity incidents and escalations
Ability to analyze data for risk assessment and workload prioritization
Excellent communication skills for cross-functional collaboration
Responsibilities
Lead and mentor a distributed team while providing hands-on technical support
Support customer issues and complex escalations, dedicating 50% of time to direct customer interaction
Monitor service quality metrics, including case aging and staffing coverage
Coordinate high-visibility customer escalations with various stakeholders
Transform recurring customer issues into actionable product feedback and process improvements
Create and maintain SOPs and training materials to enhance team performance
Represent Technical Services in cross-functional initiatives
Benefits
Hybrid working model based in Toronto
Opportunity for professional growth and skill development
Access to a collaborative and customer-focused work environment
Involvement in high-impact projects and customer engagements
Support for continuous improvement and innovation in technical processes
Full Job Description
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
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
MongoDB's base salary range for this role in Canada is:
$137,000-$189,000 CAD
About MongoDB
MongoDB is a general purpose, document-based, distributed database built for modern application developers and for the cloud era. MongoDB is a leading NoSQL database that allows developers to build applications with ease and flexibility. MongoDB is used by many of the world's largest organizations to power their most critical applications. MongoDB is headquartered in New York City and has offices around the globe.
