📍 Job Overview

Job Title: Technical Support Engineer - Customer Experience
Company: monday.com
Location: Australia
Job Type: Hybrid (3 days/week in Sydney office)
Category: Technical Support Engineer
Date Posted: 2025-06-23
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Hybrid

🚀 Role Summary

Key Responsibilities: Manage complex end user support cases, collaborate with enterprise customers and internal teams to resolve issues, and build systems to manage tasks from report to completion.
Key Skills: Technical support, problem-solving, critical thinking, REST APIs, GraphQL API, Single Sign-on, web and mobile applications, interpersonal and communication skills, Japanese language (advantage).

💻 Primary Responsibilities

🛠 Technical Support & Troubleshooting

Manage & Solve Complex Cases: Provide the best support solution given client needs, manage assigned cases, and ensure efficient issue resolution.
Investigate & Diagnose Issues: Perform in-depth troubleshooting, isolate problems, search application logs, and utilize developer tools to identify root causes.
Collaborate with Teams: Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.

📚 Technical Documentation & Knowledge Base

Reference Technical Documentation: Utilize existing technical documentation to solve cases and build internal knowledge base content where gaps may be present.
Develop Regular Reports: Create reports to understand the health and quality of the platform, and drive continuous improvement.

🎓 Skills & Qualifications

🎓 Education & Experience

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.
Experience: 3-5+ years of experience in technical support, technical account management, or a similar role, preferably in B2B and SaaS products.

🛠 Required Skills

Technical Skills:
- Proven experience with inspecting and diagnosing web and mobile applications.
- Strong understanding of REST APIs and/or GraphQL API.
- Knowledge of Single Sign-on including OAuth, SAML, and SCIM.
- Ability to reproduce customer issues, perform initial triage, and file bugs with Engineering.
Soft Skills:
- Excellent interpersonal and communication skills.
- Strong problem-solving skills and commitment to driving issues to resolution.
- Self-starter with high levels of independence and adaptability.
- Positive attitude, empathy, and high energy.

🌟 Preferred Skills

Language Skills: Fluency in written and spoken Japanese with exceptional verbal and written communication skills.
Reporting & Analysis: Experience with creating and analyzing reports to understand platform health and quality.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Case Studies: Document and present complex customer support cases, highlighting your problem-solving skills, technical expertise, and customer-centric approach.
Technical Documentation: Showcase your ability to create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
Reporting Examples: Demonstrate your ability to create insightful reports by presenting examples of platform health and quality analyses.

💵 Compensation & Benefits

Salary Range: The salary range for this role is AU$120,000 - AU$160,000 per year, depending on experience and qualifications. This estimate is based on market research for technical support roles in Australia with 5-10 years of experience.

Benefits:

Competitive salary and benefits package.
Hybrid work arrangement with 3 days/week in the Sydney office.
Opportunities for professional growth and development.
Collaborative and dynamic work environment.

Working Hours: Full-time position with standard working hours, Monday to Friday, 9:00 AM to 5:30 PM AEST. Flexibility for deployment windows, maintenance, and project deadlines.

🎯 Team & Company Context

🏢 Company Culture

Industry: monday.com operates in the project management and collaboration software industry, with a focus on user experience and customer satisfaction.

Company Size: monday.com is a mid-sized company with a global presence, providing ample opportunities for growth and collaboration.

Founded: 2012, with a strong focus on innovation and continuous improvement.

Team Structure:

Technical Support Team: Collaborative team responsible for managing complex customer support cases and driving issue resolution.
Cross-Functional Collaboration: Work closely with business, engineering, and product teams to ensure efficient issue resolution and platform improvement.

Development Methodology:

Agile/Scrum: monday.com follows Agile/Scrum methodologies for software development and issue resolution.
Continuous Improvement: The company emphasizes continuous improvement, with a focus on driving platform quality and user experience.

Company Website: monday.com

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level technical support role, focusing on managing complex customer support cases and driving issue resolution.

Reporting Structure: This role reports directly to the Technical Support Manager and collaborates closely with cross-functional teams, including business, engineering, and product teams.

Technical Impact: As a Technical Support Engineer, you will have a significant impact on customer satisfaction, platform quality, and user experience by driving issue resolution and contributing to the continuous improvement of the monday.com platform.

Growth Opportunities:

Career Progression: Opportunities for career progression into senior technical support roles, technical account management, or other related positions within the organization.
Technical Skill Development: Expand your technical skillset by working on complex customer support cases and collaborating with cross-functional teams.
Leadership & Mentoring: Develop your leadership and mentoring skills by guiding junior team members and contributing to the growth of the technical support team.

🌐 Work Environment

Office Type: monday.com's Sydney office is a collaborative and dynamic workspace, designed to foster creativity and productivity.

Office Location(s): Sydney, Australia.

Workspace Context:

Collaborative Workspace: The Sydney office features open-plan workspaces, encouraging collaboration and communication among team members.
Development Tools: Access to industry-standard development tools, multiple monitors, and testing devices to support your work.
Cross-Functional Collaboration: Opportunities for cross-functional collaboration with designers, marketers, and other stakeholders.

Work Schedule: Hybrid work arrangement with 3 days/week in the Sydney office, allowing for flexibility and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess your communication skills and technical background.
Technical Assessment: A hands-on technical assessment, focusing on your problem-solving skills, troubleshooting abilities, and understanding of APIs and web applications.
Behavioral Interview: A discussion-focused interview to evaluate your customer-centric mindset, communication skills, and adaptability.
Final Interview: A meeting with the hiring manager to discuss your fit within the team and the company's culture.

Portfolio Review Tips:

Case Study Structure: Present complex customer support cases, highlighting your problem-solving approach, technical expertise, and customer-centric mindset.
Technical Documentation: Showcase your ability to create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
Reporting Examples: Demonstrate your ability to create insightful reports by presenting examples of platform health and quality analyses.

Technical Challenge Preparation:

API & Web Application Troubleshooting: Brush up on your API and web application troubleshooting skills, focusing on REST APIs, GraphQL API, and Single Sign-on.
Problem-Solving & Communication: Hone your problem-solving skills and communication abilities, ensuring you can clearly articulate technical concepts to both technical and non-technical stakeholders.

ATS Keywords: (Organized by category)

Programming Languages: JavaScript, Python, SQL
Web Frameworks: React, Angular, Vue.js
Server Technologies: Node.js, Express, Apache, Nginx
Databases: PostgreSQL, MySQL, MongoDB
Tools: JIRA, Confluence, Trello, Asana, Slack, Zoom
Methodologies: Agile, Scrum, Kanban
Soft Skills: Problem-solving, communication, customer-centric mindset, adaptability
Industry Terms: Technical support, customer experience, issue resolution, platform quality, user experience

📝 Enhancement Note: The interview process and technical challenge preparation tips are based on industry-standard practices for technical support roles. However, specific details may vary, and it is essential to verify the information directly with the hiring organization.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Web Applications: monday.com's web application is built using modern web development frameworks, such as React, Angular, and Vue.js.
Responsive Design: The platform follows responsive design principles, ensuring optimal user experience across various devices and screen sizes.

Backend & Server Technologies:

Backend: monday.com's backend is developed using Node.js and Express.js, with a focus on RESTful APIs and GraphQL API.
Databases: The platform utilizes PostgreSQL and MongoDB for data storage and management.
Server Infrastructure: monday.com's server infrastructure is built on Apache and Nginx, ensuring high availability and scalability.

Development & DevOps Tools:

Version Control: Git is used for version control and collaborative development.
CI/CD Pipelines: monday.com utilizes CI/CD pipelines for automated deployment and testing.
Monitoring Tools: The platform employs monitoring tools to track web performance and server health.

📝 Enhancement Note: The technology stack and web infrastructure are based on industry-standard practices for project management and collaboration software. However, specific details may vary, and it is essential to verify the information directly with the hiring organization.

👥 Team Culture & Values

Web Development Values:

Customer-Centric: monday.com prioritizes customer satisfaction and user experience, ensuring that all team members are focused on driving issue resolution and platform improvement.
Continuous Improvement: The company emphasizes continuous improvement, with a focus on driving platform quality and user experience.
Collaboration & Communication: monday.com fosters a collaborative and communicative work environment, encouraging team members to work closely together to achieve common goals.
Innovation & Adaptability: The company values innovation and adaptability, with a focus on staying ahead of industry trends and continuously improving the platform.

Collaboration Style:

Cross-Functional Integration: monday.com encourages cross-functional collaboration between technical support, business, engineering, and product teams to drive issue resolution and platform improvement.
Code Review & Knowledge Sharing: The company emphasizes code review and knowledge sharing, ensuring that all team members have access to the latest information and best practices.
Mentoring & Professional Development: monday.com offers mentoring and professional development opportunities to help team members grow and succeed in their careers.

📝 Enhancement Note: The web development values and collaboration style are based on industry-standard practices for project management and collaboration software. However, specific details may vary, and it is essential to verify the information directly with the hiring organization.

🛠️ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Support Cases: Manage and resolve complex customer support cases, requiring strong problem-solving skills and technical expertise.
API & Web Application Troubleshooting: Troubleshoot and resolve issues related to APIs and web applications, requiring a solid understanding of REST APIs, GraphQL API, and Single Sign-on.
Platform Health & Quality: Monitor and analyze platform health and quality, driving continuous improvement and ensuring optimal user experience.
Cross-Functional Collaboration: Work closely with cross-functional teams, including business, engineering, and product teams, to drive issue resolution and platform improvement.

Learning & Development Opportunities:

Technical Skill Development: Expand your technical skillset by working on complex customer support cases and collaborating with cross-functional teams.
Conferences & Certifications: monday.com offers opportunities for team members to attend industry conferences and obtain relevant certifications.
Mentoring & Leadership Development: Develop your mentoring and leadership skills by guiding junior team members and contributing to the growth of the technical support team.

📝 Enhancement Note: The technical challenges and learning & development opportunities are based on industry-standard practices for technical support roles. However, specific details may vary, and it is essential to verify the information directly with the hiring organization.

💡 Interview Preparation

Technical Questions:

API & Web Application Troubleshooting: Brush up on your API and web application troubleshooting skills, focusing on REST APIs, GraphQL API, and Single Sign-on.
Problem-Solving & Communication: Hone your problem-solving skills and communication abilities, ensuring you can clearly articulate technical concepts to both technical and non-technical stakeholders.
Customer-Centric Mindset: Prepare for questions related to your customer-centric mindset and approach to issue resolution.

Company & Culture Questions:

Company Culture: Research monday.com's company culture, values, and mission to demonstrate your fit within the organization.
Cross-Functional Collaboration: Prepare for questions related to your experience working with cross-functional teams, including business, engineering, and product teams.
Customer Experience: Brush up on your understanding of monday.com's customer experience and how you can contribute to driving platform quality and user satisfaction.

Portfolio Presentation Strategy:

Case Study Structure: Present complex customer support cases, highlighting your problem-solving approach, technical expertise, and customer-centric mindset.
Technical Documentation: Showcase your ability to create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
Reporting Examples: Demonstrate your ability to create insightful reports by presenting examples of platform health and quality analyses.

📝 Enhancement Note: The technical questions, company & culture questions, and portfolio presentation strategy are based on industry-standard practices for technical support roles. However, specific details may vary, and it is essential to verify the information directly with the hiring organization.

📌 Application Steps

To apply for this Technical Support Engineer - Customer Experience position:

Submit Your Application: Submit your application through the application link provided on the job listing.
Customize Your Portfolio: Tailor your portfolio to highlight your problem-solving skills, technical expertise, and customer-centric mindset, focusing on complex customer support cases, technical documentation, and reporting examples.
Optimize Your Resume: Highlight your relevant technical skills, experience, and achievements, emphasizing your ability to manage complex customer support cases and drive issue resolution.
Prepare for Technical Interview: Brush up on your API and web application troubleshooting skills, focusing on REST APIs, GraphQL API, and Single Sign-on. Hone your problem-solving skills and communication abilities, ensuring you can clearly articulate technical concepts to both technical and non-technical stakeholders.
Research the Company: Familiarize yourself with monday.com's company culture, values, and mission to demonstrate your fit within the organization. Understand the platform's features, user experience, and competitive advantages.

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

Technical Support Engineer - Customer Experience