Lead, Technical Services in Toronto

Building on the rapid success and adoption of the company, we are delivering applications and services that make it much easier to manage and scale database deployments. These next-generation systems currently include products such as Atlas, Cloud Manager, and Compass. Join our team and be at the forefront of innovation and creativity as we scale cloud deployments for our customers.

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 the company 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.
• Experience creating technical training, LMS content, knowledge programs, or enablement assessments.

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.

About the company: The company is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. The company’s unified data platform helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, the company Atlas, is the only globally distributed, multi-cloud data platform available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on the company for their most important applications, we’re powering the next era of software.

The company is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. The company is an equal opportunities employer. The company’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of the company’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off.