Technical Support Engineer - London

monday.com; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS company in London is seeking a Technical Support Engineer to join their hybrid team. The ideal candidate has over 2 years of experience in technical support, is knowledgeable in REST and GraphQL APIs, and possesses excellent communication skills. This role involves resolving complex issues for enterprise customers, collaborating with internal teams, and contributing to the company's mission of delivering exceptional customer experiences. Attractive salary and benefits are offered.

Benefits

Competitive salary and benefits package

Monthly stipends for food and wellness

Dedicated learning and development team

Equity incentive program

Award-winning work environment

Diversity and inclusion initiatives

Qualifications

• 2+ years of experience in technical support or technical account management.
• Strong understanding of single sign-on protocols including OAuth, SAML, and SCIM.
• Ability to take initiative and adapt in fast-paced environments.

Responsibilities

• Manage and solve complex technical support inquiries.
• Perform in-depth troubleshooting and issue resolution.
• Develop reports to understand platform health and quality.

Skills

Technical support experience

Experience with REST APIs

Experience with GraphQL API

Problem-solving skills

Excellent verbal communication

Fluency in French

Interpersonal skills

Ability to diagnose web applications

Job description

Please note that this is a hybrid position of 3 days/week in our London office.

We are looking for a Technical Support Engineer to join our team in our London 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.

As a Technical Support Engineer, you will use critical thinking and problem solving skills to manage complex end user support cases. Team members in this role will have expert level knowledge of monday.com and the intricacies of complex workflows, integrations, automations, issue resolution, APIs, reporting tools, and more. You will work closely with our enterprise customers and partner with internal teams to resolve the most complex issues.

About The Role

You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems.

• Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels
• Manage and solve assigned cases by providing the best support solution given the client needs
• Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands)
• Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present
• Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution
• Develop regular reports to understand the health and quality of our platform

Your Experience & Skills

• 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
• Experience with inspecting and diagnosing web-applications and/or mobile applications
• Strong understanding of and experience with REST APIs and/or GraphQL API
• Knowledge of Single Sign-on including OAuth, SAML, and SCIM
• Ability to reproduce customer issues, perform initial triage and file bugs with Engineering
• Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Fluent in written and spoken French - big advantage.

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefit package, bonus potential, and eligibility to take part in the company equity incentive program
• Amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award winning work environment - named a "Best Place to Work" by BuiltIn as well as "Great Place To Work" certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver, Kiev, Sydney, São Paulo, and Tokyo

Please note that this is a hybrid position of 3 days/week in our London office.

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws

Apply to this job

TSE London

Do you have strong understanding of and experience with REST APIs and/or GraphQL API?

We believe in equal opportunity.

monday.com is an equal opportunity employer and bans discrimination and harassment of any kind. monday.com is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment. All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where monday.com operates. monday.com is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to [e-mail]. All requests for accommodation are treated confidentially, as practical and permitted by law.

Meet the Customer Experience team

Customer Experience (CX) is the face of monday.com, cultivating trust with our customers and delivering innovative solutions with a smile. We embrace teamwork and ownership, using our creativity and knack for problem-solving to create exceptional experiences for every person we interact with.