Technical Support Engineer
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Job Description
Technical Support Engineer diagnosing and resolving technical issues across data observability platform. Build documentation and collaborate with engineering teams for customer support.
Responsibilities:
- Diagnose and resolve technical issues across Monte Carlo's platform — data pipelines, monitors, alerts, integrations, and agent observability features
- Own issues end-to-end: triage, reproduce, escalate to Engineering when needed, validate fixes, and close the loop with customers
- Build and maintain documentation, runbooks, and a knowledge base
- Work alongside the team building AI-powered support tooling
- Partner with Engineering and Product on bugs and feature gaps
- Drive high-priority customer issues over the line
- Collaborate with Customer Success, Sales, and Field Engineering
- Use AI to surface patterns across cases
Requirements:
- 2+ years in a technical support, solutions engineering, or SRE-adjacent role
- Comfortable reading logs, writing SQL, using Postman, and navigating cloud environments (AWS, GCP, Azure)
- Comfortable finding your way around a Python repo: reading PRs, writing fixes, running tests
- Knowledge of modern data stack: Snowflake, Databricks, BigQuery, dbt, Airflow, or similar
- Understanding of AI agents and ML-driven systems
- Experience using AI coding assistants and LLM tools in workflow
- Clear, calm, and honest communication under pressure
- Ability to write docs and propose process fixes
Benefits:
- Stock Options
- Healthcare plans
- 401k Retirement Plan
- Wellness Stipend
- Home Office Stipend
- Cell Phone or WIFI reimbursement
- Paid Parental Leave
- Flexible Time Off
- Generous Travel Policy
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