Support Analyst

Monks group; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Monks is seeking a skilled Technical Support Engineer to be the first line of contact for customers using our SaaS platform. You will own issues end-to-end, investigate data problems with SQL, test APIs, and work with Product, Engineering, and QA to drive fixes.

You have 3–5 years in technical support or customer-facing tech roles, strong communication, and experience with Jira, Postman, and scripting. B2B experience is a plus; remote options may be considered.

Formación

• Experience in technical support, application support, or customer-facing technical roles.
• Strong written and verbal communication to explain complex topics.
• Experience in B2B environments is a plus.
• Familiarity with SaaS product configurations and integrations.

Responsabilidades

• Serve as the first or second contact for customer inquiries via chat, email, and ticketing systems.
• Own issues end-to-end, ensuring timely resolution of product functionality, configuration, and data problems.
• Investigate technical issues by analyzing logs, SQL queries, and API testing.
• Assist with system configuration, API troubleshooting, and monitoring for platform stability.
• Create and maintain knowledge base articles and troubleshooting guides.
• Collaborate with Product, Engineering, DevOps, and QA to reproduce issues and drive fixes.
• Lead or contribute to post-mortems and drive preventive improvements.

Conocimientos

Technical Proficiency

Jira experience

SQL skills

API testing

Scripting (bash)

Log analysis

SaaS product knowledge

Communication skills

Root-cause analysis

3–5 years experience

B2B experience

Herramientas

Jira

Postman

Descripción del empleo

Please note that we will never request payment or bank account information at any stage of the recruitment process. As we continue to grow our teams, we urge you to be cautious of fraudulent job postings or recruitment activities that misuse our company name and information. Please protect your personal information during any recruitment process. While Monks may contact potential candidates via LinkedIn, all applications must be submitted through our official website (monks.com/careers ).

What we are looking for:

We value proactive, self-directed professionals who take ownership, continuously learn independently, and go beyond reactive ticket handling to improve systems, processes, and customer experience.

Key Responsibilities:

• Customer Support & Issue Resolution: Serve as the first or second point of contact for customer inquiries via chat, email, and ticketing systems. Own issues end-to-end, ensuring timely resolution of product functionality, configuration, and data-related problems.
• Technical Troubleshooting: Investigate and resolve technical issues by analyzing system logs, running SQL queries to diagnose data inconsistencies, testing APIs, and identifying potential bugs or integration failures.
• System Configuration & Integration Support: Assist with system configuration and administration tasks, including API troubleshooting, integration support, and monitoring application performance to ensure platform stability.
• Documentation & Knowledge Management: Create, maintain, and improve internal and external knowledge base articles, troubleshooting guides, and operational documentation to enhance team efficiency and customer self-service.
• Cross-Functional Collaboration & Escalation: Partner closely with Product, Engineering, DevOps, and QA teams to elevate complex issues with clear reproduction steps, technical details, and impact analysis. Collaborate with QA to identify automation opportunities in critical product areas.
• Incident Management & Continuous Improvement: Communicate proactively with customers regarding ongoing issues. Lead or contribute to post-mortems for critical incidents, identifying root causes and driving preventive improvements across processes and systems.

Required Skills & Qualifications:

• Technical Proficiency
• Experience with ticketing systems (e.g., Jira or similar)
• Strong SQL skills for querying and analyzing data
• Familiarity with API testing tools (e.g., Postman) and scripting languages such as bash
• Ability to analyze application logs and debug issues
• Strong ability to understand complex SaaS products, configurations, and integrations.
• Demonstrated ability to identify root causes, detect patterns across issues, and propose effective, scalable solutions
• Excellent written and verbal communication skills. Ability to clearly explain complex technical topics to both technical and non-technical stakeholders.
• Experience: 3–5 years of experience in technical support, application support, or customer-facing technical roles
• Experience in B2B environments is a plus

#LI-DC1

About Monks

Monks is the global, digital-first, data-driven, unitary operating brand of S4 Capital plc. With a legacy of innovation and specialized expertise, Monks combines an extraordinary range of global Marketing and Technology Services to redefine how brands interact with the world. Through Monks.Flow, its flagship AI ecosystem for marketing orchestration, Monks transforms marketing into a growth engine, collapsing timelines and connecting brands to culture in real time. By deploying bespoke intelligent agents across disciplines and delivering culturally relevant, high-impact creative and digital solutions, Monks solves key critical business challenges across the entire brand enterprise to help brands sustain long-term impact.

Monks was named a Contender in The Forrester Wave: Global Marketing Services, ranks among Cannes Lions' Top 10 Creative Companies (2022-25) and remains the only partner featured in AdExchanger’s Programmatic Power Players list every year (2020-24). Named Adweek’s first AI Agency of the Year (2023) and The One Show’s inaugural AI Pioneer Organization, Monks was also awarded Business Intelligence Group’s 2025 Excellence in Artificial Intelligence Award in both the Organizational and AI Product categories. As a trusted partner to cutting-edge innovators in tech, Monks earned titles such as Optimizely Experimentation Partner of the Year (2025), runner-up for the Adobe Firefly Partner Award (2024), and Workato’s AI Visionary Customer Impact Award (2024). Additionally, Monks achieved a record-breaking number of FWAs and continues to hold the most of any partner.

We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.

At Monks, we are committed to protecting your personal information. As part of our recruitment process, we collect and process personal data to evaluate your application and communicate with you. To understand how we handle your information, including the types of data we collect, how we use it, and your rights, please read our Monks Candidate Privacy Notice . We encourage you to review this notice to ensure you are fully informed about how your data will be managed during your application process.

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Monks does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.