📍 Job Overview

Job Title: Escalation Engineer
Company: monday.com
Location: London, United Kingdom
Job Type: Full-time
Category: Technical Support & Customer Success
Date Posted: 2025-07-08
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Investigate complex technical issues, collaborate with R&D, and drive strategic initiatives to improve product quality and customer experience.
Key Skills: Technical troubleshooting, data analysis, stakeholder management, and process improvement.
📝 Enhancement Note: This role requires a strong blend of technical expertise and soft skills to succeed in a fast-paced, cross-functional environment.

💻 Primary Responsibilities

🔍 Technical Troubleshooting & Investigation

Investigate complex technical issues escalated from global CX teams using various tools (e.g., Chrome DevTools, API logs, internal monitoring systems).
Become a subject-matter expert (SME) in a specific product domain, collaborating closely with relevant R&D squads.

🤝 Cross-Functional Collaboration & Stakeholder Management

Collaborate with a wide range of stakeholders, including R&D, Product, Account Managers, CSMs, Implementation Consultants, Ops, and Data teams.
Adapt communication styles and focus based on the audience to ensure effective collaboration.

📈 Data Analysis & Strategic Initiatives

Analyze data to detect trends, discover root causes, and support decision-making around product fixes or support enablement.
Identify areas of opportunity and drive initiatives that reduce ticket volume, increase efficiency, or improve the customer experience.

📚 Documentation & Training

Create and maintain documentation, build training materials, and enable lower-tier support teams to handle more technically complex cases independently.

📞 Customer & Stakeholder Communication

Join calls with customers and internal stakeholders as a trusted technical expert, especially in critical or sensitive situations.

🔄 Process Improvement

Own and improve internal processes around escalations, bug management, and communication between technical and customer-facing teams.

📝 Enhancement Note: This role requires a balance between urgent escalations and long-term strategic work, with the ability to shift focus based on priorities and impact.

🎓 Skills & Qualifications

Education & Experience

Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
4-5 years of experience in technical support or similar roles (SaaS/B2B preferred).

Required Skills

Strong troubleshooting skills and critical thinking.
Experience performing bug investigations and root cause analysis.
Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations.
Strong data-driven mindset, with experience in SQL and Redash.
Proven ability to work with a wide range of stakeholders, with excellent interpersonal and communication skills.
Comfortable with fast context switching and managing escalations while contributing to strategic initiatives.
Experience with process building and improvement to support operational efficiency.

Preferred Skills

Experience with monday.com or similar SaaS products.
Familiarity with GraphQL and internal monitoring systems.

📝 Enhancement Note: Candidates with experience in technical support roles within a SaaS environment and familiarity with monday.com's product suite will have an advantage.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical troubleshooting and process improvement, a portfolio showcasing problem-solving skills, data analysis, and process documentation would be most relevant.

💵 Compensation & Benefits

Salary Range: £45,000 - £60,000 per annum (based on UK market standards for mid-level technical support roles in SaaS companies)

Benefits:

Flexible work arrangements, with a focus on results and impact.
Wellness and mental health support, including access to counseling services.
A collaborative work environment that encourages knowledge sharing and continuous learning.
Opportunities for professional development and career growth within the organization.

Working Hours: Full-time (40 hours/week), with flexibility for occasional overtime during peak periods or critical escalations.

📝 Enhancement Note: Salary range is estimated based on UK market data for mid-level technical support roles in SaaS companies. Benefits are tailored to support work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: SaaS, Work Management Platforms

Company Size: Medium (2,500+ employees)

Founded: 2012

Team Structure:

The Customer Experience (CX) organization is responsible for customer support, success, and education.
The Escalation Engineer role sits within the CX organization, collaborating closely with R&D, Product, and other cross-functional teams.
The team is global, with employees working remotely from various locations around the world.

Development Methodology:

monday.com follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
The company uses Jira for project management and GitHub for version control and collaboration.

Company Website: monday.com

📝 Enhancement Note: monday.com's culture emphasizes transparency, knowledge sharing, and a customer-centric approach to product development and support.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level (2-5 years) Technical Support & Customer Success

Reporting Structure: The Escalation Engineer reports directly to the Manager of Escalation Engineering within the CX organization.

Technical Impact: This role has a significant impact on product quality, customer experience, and operational efficiency. Escalation Engineers drive long-term improvements through data-driven decision-making and strategic initiatives.

Growth Opportunities:

Technical Specialization: Deepen expertise in specific product domains or technical areas (e.g., APIs, automation, or data analysis).
Leadership & Mentorship: Grow into a leadership role, mentoring junior team members and driving team-wide initiatives.
Cross-functional Collaboration: Expand into related roles within the CX organization or other departments, such as Customer Success Management or Technical Training.

📝 Enhancement Note: Career growth opportunities are tailored to the individual's skills, interests, and the organization's needs, with a focus on continuous learning and development.

🌐 Work Environment

Office Type: monday.com's London office is a collaborative, open-plan workspace designed to facilitate teamwork and knowledge sharing.

Office Location(s): London, United Kingdom

Workspace Context:

The London office is home to various teams, including CX, R&D, and Sales.
The workspace is equipped with modern tools and technologies to support collaboration and productivity.
The company offers flexible work arrangements, with a focus on results and impact.

Work Schedule: Full-time (40 hours/week), with flexibility for occasional overtime during peak periods or critical escalations.

📝 Enhancement Note: monday.com's work environment is designed to support collaboration, knowledge sharing, and work-life balance, with a focus on results and impact.

📄 Application & Technical Interview Process

Interview Process:

Screening Call (30 minutes): A brief call with the hiring manager to discuss the role, expectations, and initial fit.
Technical Deep Dive (60 minutes): A hands-on session focused on technical troubleshooting, data analysis, and problem-solving skills.
Stakeholder Management & Communication (60 minutes): A role-play scenario or case study to assess communication skills, stakeholder management, and strategic thinking.
Final Interview (30 minutes): A conversation with the CX Director or another senior leader to discuss cultural fit, career aspirations, and next steps.

Portfolio Review Tips:

Highlight problem-solving skills, data analysis, and process documentation in your portfolio.
Include examples of successful collaborations with cross-functional teams and stakeholders.
Showcase your ability to balance urgent escalations and long-term strategic work.

Technical Challenge Preparation:

Brush up on your technical troubleshooting skills, focusing on API troubleshooting, authentication protocols, and software integrations.
Practice data analysis and visualization using tools like SQL and Redash.
Prepare for stakeholder management and communication scenarios, focusing on adaptability and strategic thinking.

ATS Keywords: Technical Support, Troubleshooting, Root Cause Analysis, APIs, Data Analysis, Stakeholder Management, Communication, Process Improvement, Critical Thinking, Collaboration, Customer Experience, Documentation, Training, Escalation Management, Problem Solving, Fast Context Switching

📝 Enhancement Note: The interview process is designed to assess both technical skills and soft skills, with a focus on problem-solving, data analysis, and stakeholder management.

🛠 Technology Stack & Web Infrastructure

Troubleshooting & Investigation Tools:

Chrome DevTools
API logs
Internal monitoring systems (e.g., New Relic, Datadog)
SQL and Redash for data analysis

Collaboration & Productivity Tools:

Jira for project management
GitHub for version control and collaboration
Slack for team communication
Google Workspace for document creation and sharing

📝 Enhancement Note: The technology stack is tailored to support technical troubleshooting, data analysis, and collaboration, with a focus on monday.com's products and internal systems.

👥 Team Culture & Values

Web Development Values:

Customer-centric: Focus on understanding and addressing customer needs to drive product improvements and enhance the customer experience.
Data-driven: Use data to inform decision-making, identify trends, and measure impact.
Collaborative: Work closely with cross-functional teams to ensure effective communication, knowledge sharing, and alignment on priorities.
Adaptable: Embrace change and continuously learn and improve in a fast-paced, dynamic environment.

Collaboration Style:

monday.com fosters a culture of open communication, active listening, and mutual respect.
The company encourages team members to share ideas, challenge assumptions, and collaborate to drive innovation and continuous improvement.
monday.com values diversity, inclusion, and a culture of belonging, with a focus on creating an environment where everyone can thrive.

📝 Enhancement Note: monday.com's culture is built on a foundation of customer-centricity, data-driven decision-making, collaboration, and adaptability, with a strong emphasis on continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Product Domains: Become an expert in a specific product domain, staying up-to-date with changes and new features.
Root Cause Analysis: Develop and refine your ability to identify and address the root causes of technical issues, rather than just treating symptoms.
Data-driven Decision Making: Improve your data analysis skills and learn to draw insights from complex datasets to inform strategic decisions.
Stakeholder Management: Hone your communication skills and learn to adapt your approach to different stakeholders, from technical team members to business leaders.

Learning & Development Opportunities:

Technical Training: Attend workshops, webinars, and online courses to deepen your expertise in technical troubleshooting, data analysis, and other relevant skills.
Mentorship: Seek guidance from experienced team members and leaders to gain insights into best practices, career development, and industry trends.
Conferences & Events: Attend industry conferences, meetups, and other events to network with peers, learn from experts, and stay up-to-date with the latest trends and developments.

📝 Enhancement Note: Technical challenges and learning opportunities are tailored to the individual's skills, interests, and the organization's needs, with a focus on continuous learning and development.

💡 Interview Preparation

Technical Questions:

API Troubleshooting: Walk us through your approach to diagnosing and resolving API-related issues, using a hypothetical scenario.
Data Analysis: Describe a time when you used data to identify a trend, investigate a root cause, or inform a strategic decision. What tools and techniques did you use?
Process Improvement: Share an example of a process you've improved or a workflow you've optimized. What was the impact, and how did you measure success?

Company & Culture Questions:

monday.com Culture: How do you see yourself contributing to monday.com's culture of collaboration, knowledge sharing, and continuous learning?
Customer-centricity: Describe a time when you went above and beyond to understand and address a customer's needs. What was the outcome, and what did you learn?
Adaptability: Tell us about a time when you had to adapt to significant changes or challenges in a role. How did you approach the situation, and what was the result?

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to bring your portfolio projects to life, highlighting the challenges you faced, the solutions you implemented, and the impact you achieved.
Data Visualization: Use data visualization tools to present complex data in an easily understandable format, drawing insights and recommendations from your analysis.
Collaboration & Stakeholder Management: Highlight your ability to work effectively with cross-functional teams and stakeholders, demonstrating your communication skills and adaptability.

📝 Enhancement Note: Interview preparation is designed to assess both technical skills and soft skills, with a focus on problem-solving, data analysis, and stakeholder management.

📌 Application Steps

To apply for the Escalation Engineer position at monday.com:

Submit your application through the Comeet job posting.
Customize your resume and portfolio to highlight your technical troubleshooting, data analysis, and stakeholder management skills, with a focus on relevant examples and achievements.
Prepare for the technical deep dive and stakeholder management & communication scenarios, practicing your problem-solving, data analysis, and communication skills.
Research monday.com's products, culture, and industry to demonstrate your understanding of the company and its mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Escalation Engineer