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Monday.com is an AI work platform serving 250,000+ customers globally. The company is seeking a Technical Support Engineer to join the Customer Experience (CX) organization, combining product knowledge with technical depth and strategic thinking.
In this role, you will be the primary point of contact for customer product and technical questions, owning inbound interactions end-to-end across chat, email, and Zoom meetings. You'll diagnose root causes of complex product questions and technical issues, not just surface symptoms. Beyond resolving individual tickets, you'll identify when customer needs point to larger product value opportunities—process redesigns, deeper technical implementations, or strategic account motions—and present solutions in terms of business value and customer outcomes.
Key responsibilities include:
- Own customer interactions end-to-end, understanding needs and providing resolution to complex product and technical questions
- Use AI tools to work faster while maintaining accuracy and human touch
- Run discovery conversations to surface what customers actually need
- Identify patterns and opportunities and flag them to Tech Touch teams and CX leadership
- Collaborate with Tech Touch teams on cases requiring deeper technical or strategic engagement
- Build and share product and technical knowledge with the team; mentor newer teammates
- Stay current on new features, especially AI capabilities, and bring that knowledge into customer conversations
- Enable customer education so customers become more independent and confident
Monday.com offers a customer-obsessed, transparent, ownership-driven culture with a multi-product suite powered by advanced AI. The company provides competitive salary, benefits, bonus potential, and equity eligibility. Growth opportunities include a dedicated L&D team, AI workshops, bootcamps, and internal hackathons. The company operates globally with offices in New York, Tel Aviv, London, Munich, Warsaw, Tokyo, Sydney, and more.
REQUIREMENTS
Must Have:
- Service-oriented mindset; passionate about working with customers and uncovering customer needs
- Ability to learn a product quickly and go genuinely technical with it
- Comfort with ambiguity and fast-changing environments; ability to adapt
- Strong communication skills; ability to explain technical ideas clearly to non-technical audiences and vice versa
- Prior professional experience with technical expertise and customer savvy
Strongly Preferred:
- Premium or white-glove customer support experience; experience owning relationships, not just closing tickets
Nice to Have:
- Customer Success experience (a plus, not a requirement)
