Technical Support Engineer (East Coast)

Role Overview

As a Technical Support Engineer at Monte Carlo, you will own the end-to-end customer experience when technical issues arise. You will diagnose and resolve problems across the platform and collaborate across teams to ensure customers are satisfied.

Key Missions

• Diagnose & resolve technical issues across Monte Carlo’s platform, owning cases from triage to resolution.
• Create and maintain documentation, runbooks, and a knowledge base to reduce ticket volume over time.
• Collaborate with Engineering and Product to drive high-priority bug/feature-gap fixes and align on resolutions.
• Contribute to rebuilding the support function using AI tooling and engineering rigor.

Requirements (Profile)

• Builder mentality: write docs proactively, identify broken processes, and propose improvements.
• AI-fluent: understand how AI/ML systems can fail (e.g., model drift) and actively use LLM/AI coding assistants to automate repetitive support work.
• Customer communication: clear, calm, and honest; able to explain complex technical issues to both engineers and executives.
• Data stack fluency: hands-on understanding of modern data tooling such as Snowflake, Databricks, BigQuery, dbt, Airflow, and related systems.
• Technical depth:
  • 2+ years in technical support, solutions engineering, or an SRE-adjacent role
  • Comfortable with logs, SQL, Postman, and cloud environments (AWS, GCP, Azure)
• Codebase fluency: comfortable working in a Python repo—reading PRs, writing fixes, running tests, and shipping patches.

Nice to Have

• Experience contributing to or testing AI-powered support tooling.