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Monte Carlo

Technical Support Engineer

Posted Yesterday
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In-Office or Remote
4 Locations
Junior
In-Office or Remote
4 Locations
Junior
The Technical Support Engineer provides cross-functional customer support, troubleshooting technical issues, designing scalable processes, and improving internal documentation while collaborating closely with engineering and product teams.
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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.

#LI-REMOTE

#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

Top Skills

Postman
SaaS
SQL

Monte Carlo Dublin, Dublin, IRL Office

2 Dublin Landings, Dublin, Ireland, Ireland, D D01 V4A3

What you need to know about the Dublin Tech Scene

From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.

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