TechnicalSupportEngineer

About Monte Carlo Monte Carlo is the agent trust platform that unifies data and agent observability to monitor, troubleshoot, and improve production AI systems. As enterprises prepare to deploy thousands of agents across business-critical use cases, Monte Carlo provides the reliability infrastructure to support them along this AI transformation, from human-guided agents to fully autonomous operations. Founded in 2019 and backed by leading investors, Monte Carlo empowers data and AI teams to ship trusted AI at scale. Learn more at montecarlodata.com http://montecarlodata.com. THE ROLE Monte Carlo is hiring Technical Support Engineers to own the end-to-end customer experience when things go wrong — from the first Slack message to closing the loop with Engineering. This is not a ticket-routing function. You'll dig into customer data stacks, reproduce issues in complex environments, write internal runbooks, and ship fixes to production as a regular part of the job — not an exception. You'll be joining at a moment when the support function is being rebuilt with AI tooling and proper engineering rigor — which means you'll have real input into how this team operates. Location: US East Coast (Eastern time zone). This role works closely with East Coast customers and partners — ET hours are required. WHAT YOU'LL DO - Diagnose and resolve technical issues across Monte Carlo's platform — data pipelines, monitors, alerts, integrations, and agent observability features — using logs, SQL, APIs, and whatever it takes - Own issues end-to-end: triage, reproduce, escalate to Engineering when needed, validate fixes, and close the loop with customers - Build and maintain documentation, runbooks, and a knowledge base that actually reduces ticket volume over time - Work alongside the team building AI-powered support tooling — contribute to prompt design, test coverage, and escalation logic for the bot handling tier-1 setup and FAQ - Partner with Engineering and Product on bugs and feature