Monday

Description

We are looking for an Tier 4 Technical Support Engineer to join our expanding Customer Experience team in our Tel Aviv office! There are a few things we take really seriously here at monday.com: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it’s incredibly unique (and fun) to provide support in an environment where the vast majority of interactions are so positive. This is a full-time position.

About The Role

• Act as a key escalation channel for our Customer Experience Technical Support team.
• Serve as a cross-functional team member, acting as a partner to support agents and R&D teams on bug handling, technical customer inquiries, and issue resolution.
• Deeply embedded in a specific R&D area of the product serving as a subject-matter expert. This level of expertise will enable the RTS to identify trends of problem areas in the product and provide this insight to engineering/products units of the business and ultimately reduce the number of escalations and tickets related to such trends.
• Explore our most complex customer cases focused on root cause analysis, issue resolution, and efficient communication flows between customer-facing team members and builders.
• Meet customers and internal stakeholders as subject-matter experts of a specific domain within the platform.
• Strong critical thinking skills that enable them to analyze effectively, draw connections, and build creative solutions

Requirements

• 4- 5 years of experience in technical support; B2B and SaaS product is highly preferable
• Excellent English - Verbal and written - must
• Commitment and strong drive to explore, troubleshoot, and diagnose web applications, using Chrome developer tools, application logs, and other relevant systems.
• Experience performing bug/incident investigation, root cause analysis to surface and report trends to development teams
• Strong understanding of API (GraphQL is a plus), SAML, software integrations, SQL
• Comfortable with process management and implementation to ensure efficiency within internal teams and ultimately drive exceptional customer experiences
• Ability to collaborate cross-functionally with multiple stakeholders throughout the company, ranging from Engineering teams to business-focused groups
• Excellent interpersonal skills, verbal/written communication, presentation skills, and multitasking abilities
• Data person - able to analyze data, build dashboards and get insights
• Brings a positive attitude and a love to collaborate well with others