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
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
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
You use data to identify risks, prioritize work, and allocate team capacity You are comfortable leading through influence, ambiguity, and incomplete information You are a calm, empathetic technical leader who earns trust with customers, engineers, and cross-functional partners You balance hands-on customer support with coaching, quality management, and continuous improvement Supporting customers through cases, chats, calls,



and high-severity escalations. Preferred experience with running high-severity incidents and follow-the-sun procedures Coordinating customer-impacting incidents and internal technical responders Strong communication and collaboration skills across Engineering, Product, Security, Legal, Billing, Support Operations, and global Technical Services 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 Improving support operations through queue analysis, workload allocation, staffing coverage, training, and process improvement The ideal candidate will have experience in most of the following areas: Leading or mentoring a small team of highly technical support engineers Robust troubleshooting experience with Mongo DB Atlas or comparable cloud database platforms, including cloud infrastructure, Linux, networking, security, storage, and performance Experience with Cloud Manager, Compass, or large-scale relational or No SQL 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 Dev Ops, infrastructure-as-code, observability, automation, or scripting

📌 Lead of technical services (Toronto)
🏢 Mongodb
📍 Toronto