Monte Carlo

Monte Carlo

Technical Support Engineer - West Coast

San Francisco · Vp

Sponsorship not specifiedDetected 53 days ago
PythonSpringFull-Stack DevelopmentSQLBigQuerySnowflakeDatabricksAWSGCPAzureCloud PlatformsSite Reliability EngineeringMachine LearningAirflowdbtData EngineeringLLMsAgentic AICustomer SuccessCustomer SupportPostmanCommunication

About the role

  • You'll dig into customer data stacks, reproduce issues in complex environments, write internal runbooks, and ship fixes to production as a regular part of the job - not an exception.

Responsibilities

  • Build and maintain documentation, runbooks, and a knowledge base that actually reduces ticket volume over time
  • 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
  • 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).
  • AI support tooling - you'll contribute to building an AI-assisted support function, not just use someone else's bot

Requirements

  • You can explain something technically complex to a data engineer and to a VP of Data in the same ticket.

Nice to have

  • You need a well-defined playbook before you can start - we're still writing it
  • You prefer structure and clear escalation paths over owning issues end-to-end
  • You want a role where the interesting technical challenges live elsewhere
  • End-to-end ownership - you'll actually close issues, not just route them
  • Roadmap influence - your case patterns directly feed product and engineering priorities

Skills

  • Snowflake, Databricks, BigQuery, dbt, Airflow, or similar.

Benefits

  • 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
  • Bonus: you've contributed to or tested AI-powered support tooling.

Company info

  • Own issues end-to-end: triage, reproduce, escalate to Engineering when needed, validate fixes, and close the loop with customers
  • You see documentation as overhead rather than part of the job
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This listing is sourced directly from Monte Carlo's careers page and normalized into a canonical job model.