Monte Carlo - Technical Support Engineer
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Requirements
• Technical Depth — 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). • Technical Depth • Codebase Fluency — Comfortable finding your way around a Python repo: reading PRs, writing fixes, running tests. You don't need to be a full-stack engineer, but you should be able to ship a patch. • Codebase Fluency • Data Stack Fluency — You know the modern data stack well enough to hold your own: Snowflake, Databricks, BigQuery, dbt, Airflow, or similar. Customers run complex pipelines and you'll need to understand what's happening. • Data Stack Fluency • AI-Fluent — You understand how AI agents and ML-driven systems can fail. You're not intimidated by probabilistic outputs, model drift, or "it worked yesterday." You've used AI coding assistants and LLM tools actively in your workflow — to write runbooks, debug faster, draft responses, or prototype automations — not just experimented once. Bonus: you've contributed to or tested AI-powered support tooling. • AI-Fluent • Customer Communication — Clear, calm, and honest under pressure. You can explain something technically complex to a data engineer and to a VP of Data in the same ticket. • Customer Communication • Builder Mentality — You write docs without being asked. You notice when a process is broken and propose a fix. You'd rather use AI to automate a repetitive support task than do it manually three more times — and you have examples of doing exactly that. • Builder Mentality • This Is Not For You If • You need a well-defined playbook before you can start — we're still writing it • You see documentation as overhead rather than part of the job • You prefer structure and clear escalation paths over owning issues end-to-end • You want a role where the interesting technical challenges live elsewhere
Responsibilities
• Diagnose and resolve technical issues across Monte Carlo's platform — data pipelines, monitors, alerts, integrations, and agent observability features — using logs, SQL, APIs, and whatever it takes • 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 that actually reduces ticket volume over time • Work alongside the team building AI-powered support tooling — contribute to prompt design, test coverage, and escalation logic for the bot handling tier-1 setup and FAQ • Partner with Engineering and Product on bugs and feature gaps — you're the person who can say "I've seen this five times this week" with receipts • Drive high-priority customer issues over the line — own the coordination across Engineering, CS, and the customer, keep everyone aligned, and don't let urgency get lost in someone else's backlog. • Collaborate with Customer Success, Sales, and Field Engineering to ensure customer issues don't fall into gaps between teams • Use AI to surface patterns across cases and bring them to Engineering and Product with data — then build or contribute to the automation that handles those patterns so the team can focus on the complex ones
Benefits
• $100K – $130K • Offers Equity • Optional for roles with a variable * • The base salary range for this role is listed above annually, plus eligibility for commission. • ---------------- • Final compensation will be determined based on skills, experience, and location. • At Monte Carlo, we take a market-based approach to compensation. We are data-driven, transparent, and consistent. As the market data changes over time, the targeted salary for this role may be adjusted. • This role is also eligible to participate in Monte Carlo's Equity and Benefits offering, including the following: • Healthcare plans • 401k Retirement Plan • Wellness Stipend • Cell Phone or WIFI reimbursement • Paid Parental Leave • Flexible Time Off • Generous Travel Policy • Monte Carlo is the agent trust platform that unifies data and agent observability to monitor, troubleshoot, and improve production AI systems. As enterprises prepare to deploy thousands of agents across business-critical use cases, Monte Carlo provides the reliability infrastructure to support them along this AI transformation, from human-guided agents to fully autonomous operations. Founded in 2019 and backed by leading investors, Monte Carlo empowers data and AI teams to ship trusted AI at scale. Learn more at montecarlodata.com. • End-to-end ownership — you'll actually close issues, not just route them • End-to-end ownership • AI support tooling — you'll contribute to building an AI-assisted support function, not just use someone else's bot • AI support tooling • Roadmap influence — your case patterns directly feed product and engineering priorities • Roadmap influence • Come As You Are • Come As You Are • Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. • Monte Carlo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. • We are proud to be recognized for our world-class employee experience: • Monte Carlo Named 2025 Databricks Data Governance Partner of the Year • We were recently recognized as the #1 Data Observability Platform by G2 for the 4th consecutive quarter. See our G2 reviews here! • Monte Carlo Named to G2's Best Software Products of 2026 • Monte Carlo was featured on Database Trends and Applications (DBTA’s) Trend-Setting Products for 2025! • We are super proud to be named the 2026 Best Place to Work by Built In! • Beware of Imposter Recruiters and Job Scams • All official communication from our recruiting team will come from an @montecarlodata.com email address. • montecarlodata.com • We will never ask candidates to provide sensitive personal information (such as bank details, social security numbers, or payment) at any stage of the recruitment process. • never • We will never request payment for equipment, training, or application processing. • never • Our open positions are always listed on our official careers page: https://jobs.ashbyhq.com/montecarlodata. • official careers page • If you are contacted by someone claiming to represent Monte Carlo but you’re unsure of their legitimacy, please reach out to us directly at [email protected] before sharing any personal information. • [email protected]
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