Technical Support Engineer

Summary

Join Monte Carlo as a Technical Support Engineer and thrive in a customer-first environment, working across teams to ensure customer satisfaction and contribute to scalable internal systems. You will answer product questions, debug technical issues, write and maintain documentation, and design efficient processes. This fully remote role, based in the UK, Ireland, Portugal, or Spain, requires a technical jack-of-all-trades mindset and a passion for problem-solving in a fast-paced startup. The company prioritizes customer impact and offers a supportive, inclusive culture. Monte Carlo has been recognized for its exceptional employee experience.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

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

Benefits

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