Lead / Manager

MongoDB is a next-generation database company that helps businesses transform their industries by harnessing the power of data. The company’s unified data platform, MongoDB Atlas, is a globally distributed, multi-cloud database available on AWS, Google Cloud, and Microsoft Azure. With over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, MongoDB is powering the next era of software.

This is a technical Team Lead role within the Technical Services (Support) organization, not a traditional people-manager role. The Lead provides day-to-day technical and operational leadership while formal personnel decisions remain with the manager. The role is based in Toronto under a hybrid working model.

• Lead and mentor a small, distributed team as a hands-on technical player-coach.
• Spend approximately 50% of 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.
• Represent Technical Services in cross-functional and cross-region programs, driving execution through influence.

• Experience supporting customers through cases, chats, calls, and high-severity escalations; preferred experience with 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.

• 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.

• First 3 months: Build relationships, understand team operations and customer demand, begin contributing to complex escalations, learn the Atlas product.
• By 6 months: Independently lead escalations, establish recurring queue and quality reviews, improve coverage, 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.

Base salary range for this role in Canada: $137,000—$189,000 CAD. 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.

Apply through the MongoDB careers page using the provided job link.