Global Head of Support Engineering

About Monte Carlo

As businesses increasingly rely on data + AI for competitive advantage, reliability has become a non-negotiable. Named a CBInsights AI100 company and described by Forbes as the "New Relic for data", Monte Carlo supports some of the world's most prestigious companies, including Fox, Roche, Honeywell, and CreditKarma to deliver trustworthy data + AI at scale.

Backed by Accel, Redpoint Ventures, Notable Capital, ICONIQ Growth, and Salesforce Ventures, Monte Carlo is powering the future of reliable data + AI.

We’re looking for a Global Head of Support Engineering to lead our Technical Support Engineering function, managing a talented team of Technical Support Engineers across the U.S. and EMEA. This role reports directly to the Head of Engineering and works closely with Product Managers, Engineers, and Go-To-Market teams to deliver exceptional technical support and world-class customer experiences.

You’ll own both the strategy and execution for support operations globally—building scalable systems, optimizing processes, and ensuring timely, high-quality responses to customer needs. If you’re passionate about building and scaling technical teams, driving customer success, and operating in a high-growth, fast-paced environment, this role is for you.

Leadership & Team Development

• Lead, mentor, and develop the Technical Support Engineering team; cultivate a culture of technical excellence and customer-focused problem-solving.

• Set team goals, provide regular feedback, and create clear career paths for team members.
  

Operational Excellence

• Define and optimize processes, SLAs, and escalation frameworks to ensure timely and effective resolution of customer issues.

• Implement and monitor KPIs such as CSAT, response times, and resolution rates to drive accountability and improvement.
  

Customer Advocacy & Escalation Management

• Act as the ultimate escalation point for complex or high-priority issues, ensuring rapid resolution and clear communication to internal and external stakeholders.

• Represent the voice of the customer to internal teams, influencing product and engineering decisions to improve usability and stability.
  

Cross-Functional Collaboration

• Partner closely with Product Managers and Engineers to triage critical bugs, ensure release readiness, and provide customer-driven feedback for roadmap decisions.

• Collaborate with Customer Success and Sales to manage critical customer situations and support onboarding for strategic accounts.
  

Process & Tooling Innovation

• Drive automation and tooling improvements to streamline support workflows and enable customer self-service.

• Maintain and expand internal and external documentation to reduce ticket volume and improve customer experience.
  

Strategic Planning & Reporting

• Develop and execute the long-term strategy for Support Engineering in alignment with company goals.

• Provide regular updates to the Head of Engineering on team performance, escalations, and strategic initiatives.
  

• 5+ years in technical support, including 2+ years leading teams.

• Proven experience managing support teams in a SaaS environment, ideally with distributed or remote structures.

• Strong technical background: comfortable troubleshooting logs, querying databases, and working with APIs and debugging tools like Postman and SQL.

• Demonstrated success in building scalable support processes and KPIs.

• Exceptional communication skills with a strong customer-first mindset.

• Ability to thrive in a high-growth, ambiguous startup environment with a strong bias for action.

Preferred:

• Experience with support/ticketing systems (e.g., Zendesk, Linear), documentation tools (e.g., Notion, Confluence), and CRM systems.

• Familiarity with data infrastructure, observability, or other complex technical products.

• Track record of implementing automation and tooling to improve efficiency and CSAT.

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Come As You Are

Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. 

Monte Carlo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are proud to be recognized for our world-class employee experience:

Monte Carlo Named to American's Most Loved Workplace List 2024

Monte Carlo Named an Inc. Best Workplace for 2024

Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024

Monte Carlo Named A Top 5 ORG in San Francisco, Spring 2024