Please note that we will never request payment or bank account information at any stage of the recruitment process. As we continue to grow our teams, we urge you to be cautious of fraudulent job postings or recruitment activities that misuse our company name and information. Please protect your personal information during any recruitment process. While Monks may contact potential candidates via LinkedIn, all applications must be submitted through our official website (monks.com/careers).
We’re looking for proactive, self-driven professionals who take ownership and go beyond resolving tickets to improve systems, processes, and overall customer experience. If you enjoy solving complex problems, digging into data, and collaborating across teams, this role is for you.
Key Responsibilities
Customer Support & Issue Resolution
Act as the first or second point of contact for customer queries via chat, email, and ticketing systems. Take full ownership of issues and ensure timely resolution across product functionality, configuration, and data-related concerns.
Technical Troubleshooting
Diagnose and resolve technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs or integration gaps.
System Configuration & Integration Support
Support system configuration and administrative tasks, including API troubleshooting, integrations, and monitoring application performance to maintain platform stability.
Documentation & Knowledge Management
Create and maintain knowledge base articles, troubleshooting guides, and internal documentation to improve team efficiency and enable customer self-service.
Cross-Functional Collaboration
Work closely with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear documentation, reproducible steps, and impact analysis. Partner with QA to identify opportunities for automation.
Incident Management & Continuous Improvement
Communicate proactively with customers during incidents. Contribute to post-mortems by identifying root causes and driving long-term improvements in systems and processes.
Required Skills & Qualifications
Technical Skills
• Experience with ticketing tools such as Jira or similar
• Strong SQL skills for data analysis and troubleshooting
• Familiarity with API testing tools like Postman and basic scripting (e.g., Bash)
• Ability to read logs and debug application issues
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