Please note that we will never request payment or bank account information at any stage of the recruitment process. As we continue to grow our teams, we urge you to be cautious of fraudulent job postings or recruitment activities that misuse our company name and information. Please protect your personal information during any recruitment process. While Monks may contact potential candidates via LinkedIn, all applications must be submitted through our official website (monks.com/careers).
We’re looking for proactive, self-driven professionals who take ownership and go beyond resolving tickets to improve systems, processes, and overall customer experience. If you enjoy solving complex problems, digging into data, and collaborating across teams, this role is for you.
Key Responsibilities
Customer Support & Issue Resolution
Act as the first or second point of contact for customer queries via chat, email, and ticketing systems. Take full ownership of issues and ensure timely resolution across product functionality, configuration, and data-related concerns.
Technical Troubleshooting
Diagnose and resolve technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs or integration gaps.
System Configuration & Integration Support
Support system configuration and administrative tasks, including API troubleshooting, integrations, and monitoring application performance to maintain platform stability.
Documentation & Knowledge Management
Create and maintain knowledge base articles, troubleshooting guides, and internal documentation to improve team efficiency and enable customer self-service.
Cross-Functional Collaboration
Work closely with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear documentation, reproducible steps, and impact analysis. Partner with QA to identify opportunities for automation.
Incident Management & Continuous Improvement
Communicate proactively with customers during incidents. Contribute to post-mortems by identifying root causes and driving long-term improvements in systems and processes.
Required Skills & Qualifications
Technical Skills
• Experience with ticketing tools such as Jira or similar
• Strong SQL skills for data analysis and troubleshooting
• Familiarity with API testing tools like Postman and basic scripting (e.g., Bash)
• Ability to read logs and debug application issues
Product Understanding
• Ability to understand complex SaaS products, configurations, and integrations
Problem Solving
• Strong analytical mindset with the ability to identify patterns and root causes, and recommend scalable solutions
Communication
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to diverse stakeholders
Experience
• 4 to 7 years in technical support, application support, or customer-facing technical roles
• Experience in a B2B SaaS environment is a plus
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About Monks
Monks is the global, digital-first, data-driven, unitary operating brand of S4 Capital plc. With a legacy of innovation and specialized expertise, Monks combines an extraordinary range of global Marketing and Technology Services to redefine how brands interact with the world. Through Monks.Flow, its flagship AI ecosystem for marketing orchestration, Monks transforms marketing into a growth engine, collapsing timelines and connecting brands to culture in real time. By deploying bespoke intelligent agents across disciplines and delivering culturally relevant, high-impact creative and digital solutions, Monks solves key critical business challenges across the entire brand enterprise to help brands sustain long-term impact.
Monks was named a Contender in The Forrester Wave™: Global Marketing Services, ranks among Cannes Lions' Top 10 Creative Companies (2022-25) and remains the only partner featured in AdExchanger’s Programmatic Power Players list every year (2020-24). Named Adweek’s first AI Agency of the Year (2023) and The One Show’s inaugural AI Pioneer Organization, Monks was also awarded Business Intelligence Group’s 2025 Excellence in Artificial Intelligence Award in both the Organizational and AI Product categories. As a trusted partner to cutting-edge innovators in tech, Monks earned titles such as Optimizely Experimentation Partner of the Year (2025), runner-up for the Adobe Firefly Partner Award (2024), and Workato’s AI Visionary Customer Impact Award (2024). Additionally, Monks achieved a record-breaking number of FWAs and continues to hold the most of any partner.
We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.
