Global Head of Support Engineering, Monte Carlo

• If you’re passionate about building and scaling technical teams, driving customer success, and operating in a high-growth, fast-paced environment, this role is for you
• 5+ years in technical support, including 2+ years leading teams
• Proven experience managing support teams in a SaaS environment, ideally with distributed or remote structures
• Strong technical background: comfortable troubleshooting logs, querying databases, and working with APIs and debugging tools like Postman and SQL
• Demonstrated success in building scalable support processes and KPIs
• Exceptional communication skills with a strong customer-first mindset
• Ability to thrive in a high-growth, ambiguous startup environment with a strong bias for action

Desirable

• We’re looking for a Global Head of Support Engineering to lead our Technical Support Engineering function, managing a talented team of Technical Support Engineers across the U.S. and EMEA
• This role reports directly to the Head of Engineering and works closely with Product Managers, Engineers, and Go-To-Market teams to deliver exceptional technical support and world-class customer experiences
• You’ll own both the strategy and execution for support operations globally—building scalable systems, optimizing processes, and ensuring timely, high-quality responses to customer needs
• Lead, mentor, and develop the Technical Support Engineering team; cultivate a culture of technical excellence and customer-focused problem-solving
• Set team goals, provide regular feedback, and create clear career paths for team members
• Define and optimize processes, SLAs, and escalation frameworks to ensure timely and effective resolution of customer issues
• Implement and monitor KPIs such as CSAT, response times, and resolution rates to drive accountability and improvement
• Act as the ultimate escalation point for complex or high-priority issues, ensuring rapid resolution and clear communication to internal and external stakeholders
• Represent the voice of the customer to internal teams, influencing product and engineering decisions to improve usability and stability
• Partner closely with Product Managers and Engineers to triage critical bugs, ensure release readiness, and provide customer-driven feedback for roadmap decisions
• Collaborate with Customer Success and Sales to manage critical customer situations and support onboarding for strategic accounts
• Drive automation and tooling improvements to streamline support workflows and enable customer self-service
• Maintain and expand internal and external documentation to reduce ticket volume and improve customer experience
• Develop and execute the long-term strategy for Support Engineering in alignment with company goals
• Provide regular updates to the Head of Engineering on team performance, escalations, and strategic initiatives