At a Glance
- Tasks: Solve complex technical issues and drive initiatives to enhance customer experience.
- Company: Join a leading tech company known for innovation and collaboration.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities.
- 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 at monday.com.
- 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 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 play a crucial role in bridging the gap between technical expertise and customer satisfaction, with ample opportunities for professional growth and collaboration across diverse teams. With a strong emphasis on innovation, employee ownership, and a supportive environment, we empower our team members to thrive and make a meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land R&D Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and the company culture. This can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by understanding the company's products and services inside out. Be ready to discuss how your technical skills can solve real problems they face. Show them you’re not just a candidate, but a potential game-changer!
✨Tip Number 3
Practice your communication skills! Since this role involves working with various stakeholders, being able to explain complex technical issues in simple terms is key. Try explaining a technical concept to a friend who isn’t in tech — if they get it, you’re golden!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace R&D Technical Support Engineer
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, so share specific examples that demonstrate your expertise.
Communicate Clearly:Since this role involves working with both technical and non-technical teams, it's crucial to showcase your communication skills. Use clear and concise language in your application to show us you can adapt your style to different audiences.
Demonstrate Stakeholder Management:We love candidates who can build trust and manage relationships effectively. In your application, mention any experiences where you've successfully collaborated with various stakeholders, especially in fast-paced environments.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're proactive and know how to navigate the process.
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 various teams, like R&D and Customer Success. Think of examples where you successfully managed relationships and communicated effectively across different functions.
✨Demonstrate Your Data-Driven Mindset
Be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've analysed trends or conducted root cause analysis to improve processes or customer experiences.
✨Adaptability is Key
Since this role involves switching between urgent tasks and long-term projects, prepare to share instances where you've successfully managed multiple priorities. Highlight your ability to stay calm under pressure and make impactful decisions quickly.
