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Cloud Support Team Lead

MongoDB· Technical Services
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Hybrid (Toronto, ON)CA$137k - CA$189kfull-timePosted 1w ago

About the role

Technical Team Lead role in Cloud Support within MongoDB’s Technical Services, based in Toronto with a hybrid work model. Lead a small distributed team of highly technical support engineers, while remaining hands-on and accountable for frontline service quality, incident management, and process improvements.

Responsibilities

  • 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 that improve team capability and consistency
  • Represent Technical Services in cross-functional and cross-region programs, driving execution through influence

Qualifications

  • 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
  • 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

Skills

Required:Customer escalation leadershipTeam leadership and mentoringMongoDB Atlas troubleshootingDiagnostics and root-cause analysisCross-functional collaboration
Nice to have:AI-assisted diagnostics

Benefits

  • Equity
  • Participation in the employee stock purchase program
  • Flexible paid time off
  • 20 weeks fully-paid gender-neutral parental leave
  • Fertility and adoption assistance
  • RRSP with employer match
  • Mental health counseling
  • Backup child and elder care
  • Health, dental, and vision benefits offerings
  • Disability accommodations assistance for applicants (Canada specific)
Last updated Oct 15, 2026. Interested? Apply on the company site.
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