Hybrid Cloud Support Team Lead - Hands-On & Customer-Driven

MongoDB Inc.; Toronto; Hybrid; CAD 110,000 - 170,000; Full time

Job summary

MongoDB Inc. is seeking a Cloud Support Team Lead based in Toronto for a hybrid work model. You will lead a small distributed team, mentor engineers, and directly handle complex customer escalations while ensuring top-tier service reliability across Atlas and related cloud database platforms.

You will balance hands-on support with coaching, drive process improvements, and coordinate with Engineering, Product, Support Operations, and Security to continuously enhance customer outcomes.

Qualifications

• Experience leading a technical support team and guiding engineers to resolve high-severity issues.
• Strong troubleshooting experience with Atlas or comparable cloud database platforms, including cloud infra, Linux, networking, security, storage and performance.
• Ability to use data to identify risks, prioritize work, and allocate team capacity.
• Excellent communication and collaboration skills across Engineeering, Product, Security, and Support Operations.

Responsibilities

• Lead and mentor a small, distributed team as a hands-on technical player-coach.
• Spend ~50% of time directly supporting customer issues, escalations, and investigations.
• Own frontline service quality by monitoring queue health, aging, and workload allocation.
• Lead high-visibility customer escalations, coordinating across teams.
• Translate recurring problems into product feedback, process improvements, and training materials.
• Create and maintain SOPs, knowledge articles, and retrospectives to improve team capability.

Skills

Technical leadership

Team mentoring

Troubleshooting

Atlas experience

Cloud databases

Linux

Networking

Security

Storage

Communication

Cross-functional

Tools

Cloud Manager

Compass

AI tools

Job description

MongoDB Inc. is seeking a Cloud Support Team Lead based in Toronto for a hybrid work model. You will lead a small distributed team, mentor engineers, and directly handle complex customer escalations while ensuring top-tier service reliability across Atlas and related cloud database platforms.

You will balance hands-on support with coaching, drive process improvements, and coordinate with Engineering, Product, Support Operations, and Security to continuously enhance customer outcomes.