R&D Technical Support (RTS)

About monday.com
monday.com is the AI work platform powering the most ambitious teams. 250,000+ customers across departments use us to bring people, workflows, and AI agents together on one flexible platform where AI doesn't just assist, it executes. We move fast, build things that matter, and foster an ownership-driven culture where you're empowered to shape how organizations work and outpace their competition.

About the team:

monday service is our AI-driven service management solution, placing AI Agents at the heart of request resolution for modern teams. We are pioneering an AI-first approach in which Agents independently investigate, take action, and resolve cases, escalating to human experts only when necessary. Operating at a significant scale, we tackle sophisticated technical hurdles across the entire service lifecycle to deliver a more reliable and effective AI-powered experience.

About the role:

We are looking for a highly technical R&D Technical Support (RTS) professional to join the team and act as a technical bridge between Customer Experience (CX), Technical Support, Product, and R&D.

The RTS role is essentially Tier 3 technical support, but with a strong focus on deep investigation, troubleshooting, product understanding, and driving issues toward long-term solutions.

This is not a role focused simply on communicating customer issues to R&D.

We are looking for someone who can investigate problems independently, identify root causes, influence prioritization, and increasingly resolve issues themselves through AI-assisted investigation and code contributions.

Key Responsibilities:

• Own complex technical escalations end-to-end, from Zendesk through investigation to R&D/Development.

• Investigate complex product issues using logs, metrics, system data, and other technical tools to find root causes.

• Use AI Agents and AI-powered tools to accelerate investigations, identify bugs, analyze code, and increasingly create PRs to resolve issues directly.

• Take ownership of bugs rather than just reporting them — investigate root cause and drive resolution.

• Partner with Product Managers to understand product behavior, requirements, and new features.

• Help prioritize bugs by customer impact, technical severity, and business considerations.

• Identify recurring issues and drive long-term product or technical improvements, not just individual fixes.

• Feed technical and product insights back into CX and Technical Support, and educate them on new product behavior and investigation techniques so issues get resolved earlier.

• Help improve the escalation and troubleshooting process between Support and R&D.

• Act as a technical stakeholder and partner to engineering/product leadership on complex issues.

Your Experience & Skills:

• +5 years of experience in technical support or similar roles (SaaS/B2B preferred).

• Strong technical background with excellent troubleshooting and debugging skills; comfortable investigating complex systems via logs, metrics, data, and code.

• Ability to break down ambiguous technical problems systematically and learn new technologies quickly.

• Hands-on experience using AI tools/Agents for technical investigation, debugging, or development — not just for information retrieval.

• Product mindset: goes beyond "what's the bug" to "why is this happening and how do we prevent it," with strong judgment on prioritization and trade-offs.

• Experience in a leadership, technical leadership, or highly cross-functional role; comfortable working with senior stakeholders (Group Leads, PMs, R&D leadership) and influencing without direct authority.

• Strong communicator, able to translate between technical and non-technical stakeholders.

• End-to-end ownership mentality — proactively drives investigations and solutions rather than stopping at identifying the issue, comfortable in ambiguity.