R&D Technical Support, monday.com
Customer Experience
3+ days a week in office
A global software company transforming how businesses run
Open for applications
A global software company transforming how businesses run
1001+ employees
Open for applications
3+ days a week in office
1001+ employees
Company mission
To empower organisations of any size to run better, faster, and smarter.
Role
Who you are
- If you're someone who thrives in a fast-changing environment, knows how to build trust with technical and business teams, and can identify and drive areas of opportunity — we’d love to meet you
- 4–5 years of experience in technical support or similar roles (SaaS/B2B preferred)
- Strong troubleshooting skills and critical thinking
- Experience performing bug investigations and root cause analysis, and communicating findings to both technical and non-technical audiences
- Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations
- Strong data-driven mindset — able to explore, analyze, and present insights to guide decisions; SQL, Redash
- Proven ability to work with a wide range of stakeholders — including R&D, Product, Account Managers, Customer Success, Implementation, and Ops — with excellent interpersonal and communication skills
- Comfortable with fast context switching, managing escalations while also contributing to strategic initiatives
- Experience with process building and improvement to support operational efficiency
- High ownership mentality, proactive attitude, and ability to work independently while collaborating closely with others
What the job involves
- We’re looking for a passionate and highly skilled R&D Technical Support (RTS) to join our Customer Experience (CX) organization in London
- RTS is the highest level of technical support at monday.com. Our RTSs act as the bridge between our customer-facing teams and R&D, owning complex product domains, solving deep technical problems, and driving long-term impact through collaboration, data, and expertise
- This role requires more than technical troubleshooting — it calls for strong stakeholder management, cross-functional communication, and the ability to move between hands-on technical work and strategic, high-impact initiatives
- As an RTS, you’ll be the go-to technical expert for a specific domain within the monday.com platform
- You'll own escalated cases from our support teams, collaborate closely with R&D, and lead initiatives that improve product quality, reduce friction, and enable scale
- Investigate complex technical issues escalated from our global CX team using tools like Chrome DevTools, API logs, and internal monitoring systems
- Become a subject-matter expert (SME) in a product domain (such as Automations, Boards, APIs, Auth, Marketplace), with deep product understanding and tight collaboration with the relevant R&D squad
- Collaborate cross-functionally with a wide range of stakeholders — including R&D, Product, Account Managers, CSMs, Implementation Consultants, Ops, and Data teams — adapting your communication style and focus to match the audience
- Identify areas of opportunity and drive initiatives that reduce ticket volume, increase efficiency, or improve the customer experience
- Shift seamlessly between urgent escalations and long-term strategic work, using judgment to focus your efforts where they’ll have the most impact
- Analyze data to detect trends, discover root causes, and support decision-making around product fixes or support enablement
- Create and maintain documentation, build training materials, and enable lower-tier support teams to handle more technically complex cases independently
- Join calls with customers and internal stakeholders as a trusted technical expert, especially in critical or sensitive situations
- Own and improve internal processes around escalations, bug management, and communication between technical and customer-facing teams
Salary benchmarks
Our take
Monday.com is a customisable work OS where teams create and shape workflow apps in minutes to plan, run, and track their processes, projects, and operations for organisations of all sizes. The code-free platform adapts to shifting needs quickly, liberates teams from manual grunt work, and connects teams in a collaborative work space.
The company’s products are gaining increasing popularity with customers seeking ways to manage employees who are increasingly working from home. Within the collaboration tools market, Monday.com hopes to position itself as the ever-powerful and smart go-to place to get an overview of everything that’s happening in teams, with low chat noise and no need for technical knowledge to gain understanding. It's been picked up by over 150,000 companies worldwide including household brands such as Coca Cola, hulu and Universal Music Group.
Monday went public in 2021 at a valuation of about $2 billion and its revenue and subscription base has continued to grow despite economic headwinds in the overall tech sector. Long term, the founders believe they can grow the company to a secure No. 1 spot. They plan to do this by capitalising on the growing uptake of remote working and no-code customisation over the next decade.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2019
$150m
SERIES D
Jul 2018
$50m
SERIES C
Total funding: $234.1m
Company benefits
- Equity benefits
- Wellness benefits
- Pet-friendly office
- Work from home opportunities
- Health insurance
Company values
- Transparency
- Impact
- Data-driven
- Ownership
- Inclusivity
- Accountability
Company HQ
London
Articles
Leadership
Roy Mann
(Co-CEO)Previously CTO at Wix and two-time former CEO of internet startups.
Eran Zinman
(Co-CEO)Founded Conduit Mobile, and has extensive software development experience.
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