Technical Support Engineer, Monte Carlo
Data observability platform
Job no longer available
Data observability platform
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To accelerate the world’s adoption of data by reducing data downtime.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Dozens of billion-dollar companies have emerged with a shared focus on easing the burden on engineering teams constantly battling to guarantee reliability in their products. For example, New Relic revolutionised application observability. In the same way, Monte Carlo is tackling data observability.
The service pulls information from metadata log metrics to help teams understand their data health, and if something breaks, the product will send proactive notifications. The product is an off-the-shelf SaaS offering that customers can integrate and customise over time.
The company has won some major clients including big tech companies like Affirm and Intuit, but also JetBlue, PepsiCo, CNN, The New York Times, Asics, Rivian and others from many sectors. Its goal is to help companies reduce data downtime and the time data engineers must spend on tedious data quality tasks.
'Data Observability’ became a point of furore in venture capital in 2022. For example, in the span of one week, just three companies raised more than $400 million between them. Staying at the forefront of this industry is an interesting challenge for Monte Carlo, and it met it in 2024 with product enhancements that include new GenAI capabilities for its platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2022
$135m
SERIES D
Aug 2021
$60m
SERIES C
Total funding: $236m
Company HQ
Dolores Heights, San Francisco, CA
Leadership
Barr Moses
(Co-Founder & CEO)Previously VP of Customer Success Operations for Gainsight. Originally trained as a Management Consultant with Bain & Company. Also attended Stanford where they studied Mathematics and Computer Science.
Lior Gavish
(Co-Founder & CTO)Previously SVP of Engineering for another tech startup, Barracuda. Also previously worked for PayPal and holds an MBA from Stanford University.
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