Technical Support Engineer

About Monte Carlo

As businesses increasingly rely on data + AI for competitive advantage, reliability has become a non-negotiable. Named a CBInsights AI100 company and described by Forbes as the "New Relic for data", Monte Carlo supports some of the world's most prestigious companies, including Fox, Roche, Honeywell, and CreditKarma to deliver trustworthy data + AI at scale.

Backed by Accel, Redpoint Ventures, Notable Capital, ICONIQ Growth, and Salesforce Ventures, Monte Carlo is powering the future of reliable data + AI.

About the Role:

We’re looking for a Technical Support Engineer who thrives in a customer-first, cross-functional environment. This role sits at the critical intersection of customer success, engineering, sales, and product development, enabling you to work across teams to ensure customer satisfaction, accelerate issue resolution, and contribute to scalable internal systems and support workflows.

In this role, you’ll answer product questions and debug technical issues for both current customers and prospects, taking ownership from the moment the customer reaches out all the way through submitting the PR for the fix. You’ll also be responsible for writing and maintaining internal and external documentation, and designing processes to drive efficiency and collaboration across teams. This role is a technical jack of all trades - if you enjoy fast-paced startup environments, solving problems, and working cross-functionally, this role is for you!

Our CEO and co-founder, Barr Moses, was VP of Customer Operations at Gainsight, the Customer Success company. Our first company value is Customer Impact.

**This role is fully remote and can be located in the UK, Ireland, Portugal, or Spain.

Here’s what you’ll be doing:

Technical Troubleshooting & Customer Engagement

• Make customers happy! The support Engineering team's core desire is to make customers wildly successful and happy.

• Serve as a frontline technical expert to diagnose and resolve customer issues—ranging from product bugs to configuration questions and usage blockers. We are an infrastructure-heavy by-product, so a hunger to solve technical issues and get into code and architecture is a must.

• Act as the voice of the customer to internal teams, escalating complex issues with detailed context and urgency.

• Provide timely, empathetic, and accurate responses through email, slack, or other support channels.

Process Building & Tooling

• Design and refine scalable support processes to improve response times, resolution rates, and CSAT.

• Maintain a growing knowledge base to empower customers and reduce ticket volume while championing knowledge-sharing practices within the support team and across the organization.

• Partner with Engineering and Product teams to automate common workflows and reduce repetitive support burdens.

Cross-Functional Collaboration

• This is a role with high impact in a start-up environment, so a high degree of ownership and bias for action are critical.

• Work closely with Product Managers and Engineers to triage bugs, clarify feature requests, code out fixes, and prioritize customer needs.

• Collaborate with Go-To-Market teams (Customer Success, Sales, Field Engineering) to support customer onboarding, proof-of-value pilots, and post-sales success.

• Contribute feedback loops that improve product usability, documentation, and onboarding materials.

We’re excited about you because you have:

• 2+ years of experience in Technical Support Engineering or a related technical customer-facing role (Success Engineering, Customer Engineering, Product Engineering, Sales Engineering, Solutions Architecture).

• Comfortable reading logs, querying databases, and investigating root causes using tools like Postman, SQL, or internal debugging systems

• Strong understanding of SaaS technologies, foundational programming and coding, and cloud-based architecture

• Excellent written and verbal communication skills with a customer-first mindset

• Proven ability to work efficiently and independently across technical and non-technical teams. Additionally, able to prioritize amongst complex and competing objectives

• Demonstrated track record in an early-stage company or highly ambiguous environment

• Bonus: Familiarity with ticketing systems (e.g., Zendesk, Linear), documentation platforms (e.g., Notion, GDrive), or CRM tools.

#BI-REMOTE

Come As You Are

Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences.

Monte Carlo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are proud to be recognized for our world-class employee experience:

Monte Carlo Named to American's Most Loved Workplace List 2024

Monte Carlo Named an Inc. Best Workplace for 2024

Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024

Monte Carlo Named A Top 5 ORG in San Francisco, Spring 2024