At a Glance
- Tasks: Solve complex technical issues and drive initiatives to enhance customer experience.
- Company: Join a dynamic tech company focused on innovation and collaboration.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Exciting career path with a focus on teamwork and strategic initiatives.
- Why this job: Be the go-to expert, making a real impact in a fast-paced environment.
- Qualifications: 4-5 years in technical support, strong troubleshooting, and communication skills required.
The predicted salary is between 50000 - 65000 € per year.
This role requires more than technical troubleshooting — it calls for strong stakeholder management, cross-functional communication, and the ability to move between hands-on technical work and strategic, high-impact initiatives. If you're someone who thrives in a fast-changing environment, knows how to build trust with technical and business teams, and can identify and drive areas of opportunity — we’d love to meet you.
Requirements:
- 4–5 years of experience in technical support or similar roles (SaaS/B2B preferred)
- Strong troubleshooting skills and critical thinking
- Experience performing bug investigations and root cause analysis, and communicating findings to both technical and non-technical audiences
- Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations
- Strong data-driven mindset — able to explore, analyze, and present insights to guide decisions; SQL, Redash
- Proven ability to work with a wide range of stakeholders — including R&D, Product, Account Managers, Customer Success, Implementation, and Ops — with excellent interpersonal and communication skills
- Comfortable with fast context switching, managing escalations while also contributing to strategic initiatives
- Experience with process building and improvement to support operational efficiency
- High ownership mentality, proactive attitude, and ability to work independently while collaborating closely with others
What the job involves:
- We’re looking for a passionate and highly skilled R&D Technical Support (RTS) to join our Customer Experience (CX) organization in London. RTS is the highest level of technical support.
- Our RTSs act as the bridge between our customer-facing teams and R&D, owning complex product domains, solving deep technical problems, and driving long-term impact through collaboration, data, and expertise.
- As an RTS, you’ll be the go-to technical expert for a specific domain within the monday.com platform. You'll own escalated cases from our support teams, collaborate closely with R&D, and lead initiatives that improve product quality, reduce friction, and enable scale.
- Investigate complex technical issues escalated from our global CX team using tools like Chrome DevTools, API logs, and internal monitoring systems.
- Become a subject-matter expert (SME) in a product domain (such as Automations, Boards, APIs, Auth, Marketplace), with deep product understanding and tight collaboration with the relevant R&D squad.
- Collaborate cross-functionally with a wide range of stakeholders — including R&D, Product, Account Managers, CSMs, Implementation Consultants, Ops, and Data teams — adapting your communication style and focus to match the audience.
- Identify areas of opportunity and drive initiatives that reduce ticket volume, increase efficiency, or improve the customer experience.
- Shift seamlessly between urgent escalations and long-term strategic work, using judgment to focus your efforts where they’ll have the most impact.
- Analyze data to detect trends, discover root causes, and support decision-making around product fixes or support enablement.
- Create and maintain documentation, build training materials, and enable lower-tier support teams to handle more technically complex cases independently.
- Join calls with customers and internal stakeholders as a trusted technical expert, especially in critical or sensitive situations.
- Own and improve internal processes around escalations, bug management, and communication between technical and customer-facing teams.
R&D Technical Support Engineer in London employer: Deepstreamtech
At monday.com, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. Our R&D Technical Support Engineers enjoy a collaborative environment where they can thrive on meaningful challenges, supported by robust professional development opportunities and a commitment to innovation. With a focus on employee growth and a proactive approach to problem-solving, we empower our team members to make a significant impact while enjoying the unique advantages of working in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land R&D Technical Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to R&D Technical Support. Show off your troubleshooting skills and how you handle escalations with confidence!
✨Tip Number 3
Be ready to showcase your data-driven mindset. Bring examples of how you've used data to drive decisions or improve processes in past roles. It’s all about demonstrating your impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace R&D Technical Support Engineer in London
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight your technical troubleshooting skills and experience in your application. We want to see how you've tackled complex issues in the past, especially in SaaS or B2B environments.
Communicate Clearly:Since this role involves a lot of cross-functional communication, use your application to demonstrate your ability to convey technical information to both technical and non-technical audiences. We love clear and concise communication!
Highlight Your Stakeholder Management:Share examples of how you've built trust and collaborated with various stakeholders. We’re looking for someone who can seamlessly switch between hands-on work and strategic initiatives, so show us your experience in managing relationships.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and get to know you better. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Deepstreamtech
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around APIs, authentication protocols, and troubleshooting techniques. Be ready to discuss specific examples of how you've tackled complex technical issues in the past.
✨Showcase Your Stakeholder Skills
Prepare to talk about your experience working with different teams. Think of examples where you successfully communicated technical information to non-technical audiences or collaborated with R&D and customer-facing teams to drive initiatives.
✨Demonstrate Your Data-Driven Mindset
Be ready to discuss how you've used data to inform decisions in previous roles. Bring examples of how you've analysed trends or conducted root cause analysis to improve processes or product quality.
✨Adaptability is Key
Highlight your ability to switch between urgent tasks and long-term projects. Share experiences where you've managed escalations while also contributing to strategic initiatives, showing that you can handle a fast-paced environment.
